Technical Service Consultant

IDEXX is looking to add a technical support team member to their water customers. The role involves providing technical support for water instruments and products, ensuring high customer service, and coordinating with product support teams.

Responsibilities

• You will work on issues in a timely and empathetic manner through to closure to ensure that we provide the highest level of customer service
• You will spend time answering questions over the phone as well as e-mail
• You will have technical resources at your fingertips to help navigate complex situations
• You will log all information about cases in Salesforce
• You will liaise with customers, keeping them up to date with the progress of their instrument service events or product investigations
• You will coordinate responses from product support team (R&D) to the customer
• Where necessary, you will attend and report issues to weekly customer satisfaction meeting

Skills

• Customer facing experience (for example, customer service, technical support or sales experience)
• Degree in a scientific field preferred (Biology)
• You will possess reasoning and analytical skills to resolve issues
• You will have phone skills, with ability to establish rapport
• You have communication skills, both verbal and written, including ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner

Benefits

• Eligible for annual bonus
• Health / Dental / Vision Benefits Day-One
• 5% matching 401k
• Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more

Company Overview

Company H1B Sponsorship