Job description

Description

• Technical Service Representatives in the Telephone Support role will report to the Technical Service Manager and will be responsible for providing technical support of all ZEUS Scientific linical Dagnostic products to customers, sales representatives and distributors. In this role, successful candidates will intake all customer product complaints/inquiries via multiple channels: phone, e-mail, website, etc. The ideal TSR will need to become an expert on the ZEUS product lines to provide prompt solutions to customers. As a customer-facing role, it is critical that the TSR is an excellent communicator able to work closely with the Technical Services Team to provide exceptional support to customers.

Essential Duties and Responsibilities

• Ability to perform and understand all ZEUS Assays according to the package inserts
• Become the subject matter expert with the complete ZEUS product line in order to respond to customer inquiries and complaints.
• Troubleshoot customer complaints via phone, e-mail and on rare occasion on-site visits.
• Provide consistent telephone/email coverage for Technical Support
• Collaborate with ZEUS Scientific sales representatives and customers regarding customer solutions, products and troubleshooting
• Review and discuss investigational results of complaint testing with customers.
• Review new technical material, manuals and maintain the technical library with the ZEUS Technical Support Team
• Perform literature searches and research when needed
• Conduct product training when requested
• Be able to troubleshoot the basic operation of clinical laboratory instrumentation used to run ZEUS assays and escalate with various instrument manufacturers when applicable
• Monitor ZEUS Technical Support phone line and e-mails during business hours.
• Responsible for maintaining and updating on a timely basis, all records required as part of job function (i.e. Technical Service complaint handling system, testing results, etc.).
• Must be able to establish and maintain effective working relationships with co-workers, sales representatives, customers and distributors (domestically and internationally).

Computer Skills

• An in-depth understanding of Windows Operating system including the ability to troubleshoot basic PC operations
• A working knowledge of Microsoft Office Products (Word, Excel, etc..)
• Salesforce CRM experience preferred but not required

Work Remotely

• On occasion

Work Hours

• Monday - Friday 9:15 am - 5:15 pm, 35-hour work week
• ZEUS Holiday rotating on call from 7:45am-5:15pm EST

Job Type: Full-time

Pay: $60,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

COVID-19 considerations:
All employees and visitors are screened before entering the building. External visitors are limited.

Ability to commute/relocate:

• Branchburg, NJ 08876: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• Technical Support: 2 years (Preferred)
• IFA (Indirect Fluorescence Antibody): 1 year (Preferred)
• ELISA (Enzyme-Linked Immunoassay): 1 year (Required)

Language:

• English (Required)

Shift availability:

• Day Shift (Required)

Work Location: Hybrid remote in Branchburg, NJ 08876

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