Job Title: Technical Service Associate
Reports To: Technical Service Account Manager
FLSA Status: Exempt
Prepared by: Sr. Manager, Innovation and Application &
Prepared Date: 11/2017
Summary: Answers customer technical inquiries and assists in resolving quality complaints. Provides written/verbal communication and documentation in response to customer and account manager technical information inquiries
Essential Duties and Responsibilities include the following. Other duties may be assigned.
● Responds to customer inquiries and solicits information as needed
● Assists the sales and marketing with technical questions and requests
● Assists in creation, dissemination and maintainence of TRI-K product technical documents
● Maintains a product information database to facilitate inquiry responses
● Assists in various aspects of the quality complaint / resolution process including customer, departmental, supplier, and third party Lab interaction
● Evaluates documentation for competitive products, new and alternate vendors of existing TRI-K products
● Completes customer forms and questionnaires and coding packets
● Logs and tracks progress of customer information requests
● Updates customer inquiries into SalesLogix database
● Assists Marketing with information and trade show materials requests
● Performs other miscellaneous laboratory and clerical tasks to fulfill the responsibilities of the technical service function.
● Monitors the e-Synergy certificate of analysis inbox if needed
Other requirements: Approximately 10% travel may be required.
To perform the job successfully, an individual should demonstrate the following competencies : Analytical - Synthesizes complex or diverse information. Problem Solving - Gathers and analyzes information skillfully. Interpersonal - Maintains confidentiality. Oral Communication - Demonstrates group presentation skills. Written Communication - Writes clearly and informatively. Quality Management - Demonstrates accuracy and thoroughness. Adaptability - Adapts to changes in the work environment; Manages competing demands. Attendance / Punctuality - Ensures work responsibilities are covered when absent. Dependability - Responds to management direction; Completes tasks on time or notifies appropriate person with an alternate plan. Initiative - Undertakes self-development activities. Innovation - Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention. Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently. Professionalism - Reacts well under pressure. Safety and Security - Uses equipment and materials properly.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Bachelor degree in science; Minimum 1 year related experience and/or training; or equivalent combination of education and experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients and customers.
Ability to perform mathematical calculations. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
To perform this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software; Internet software
Certificates and Licenses:
No certifications needed.
This job has no supervisory responsibilities.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This is an environment with many interruptions. While performing the duties of this job, the employee may be occasionally exposed to work near moving mechanical parts; fumes or airborne particles and toxic or caustic chemicals. The noise level in the work environment is usually low.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to stand, walk and reach with hands and arms. The employee is occasionally required to climb. Specific vision abilities required by this job include Close vision, Distance vision and Ability to adjust focus.