About the role
As a Technical Helpdesk Support Specialist , you will serve as the technical expert for assigned product lines, providing Tier 1 and Tier 2 support to customers and field personnel across the Americas. You'll troubleshoot software, hardware, and application-related issues, ensuring timely resolution and a high level of customer satisfaction.
Working closely with Engineering, Application Specialists, Field Service, and Global Support teams, you'll play a critical role in resolving complex technical challenges, supporting training initiatives, and maintaining the performance of advanced analytical instrumentation. This role is ideal for someone who enjoys problem-solving, collaborating with customers and colleagues, and building expertise across leading scientific technologies.
Core Responsibilities:
- Provide Tier 1 and Tier 2 technical support to customers and field personnel across the Americas via phone, email, and remote support tools.
- Troubleshoot software, hardware, and application issues to quickly resolve customer concerns and minimize equipment downtime.
- Collaborate with Tier 3 Engineering, Application Specialists, and Global Support teams to investigate and resolve complex technical problems.
- Deliver exceptional customer service through professional, accurate, and timely communication with both customers and internal stakeholders.
- Document service activities, technical findings, and resolutions while maintaining accurate records within established service management systems.
- Support customer satisfaction initiatives by ensuring issues are handled efficiently and escalated appropriately when necessary.
- Develop and deliver technical training for Field Service Engineers, internal support teams, and other stakeholders as needed.
- Provide occasional onsite support for system installations, troubleshooting activities, customer training, and technical escalations.
- Maintain technical expertise through ongoing training, certifications, product updates, and professional development programs.
- Support continuous improvement initiatives by identifying opportunities to enhance support processes, knowledge sharing, and service effectiveness.
- Travel up to 15% to support customer needs, training activities, installations, and business requirements.
What you will bring to the role:
- Associate's or Bachelor's degree in Engineering, Electronics, Physics, Chemistry, or a related technical field, or equivalent industry experience.
- Experience in technical support, field service, or customer support within an instrumentation, laboratory equipment, or industrial technology environment.
- Strong troubleshooting skills involving software, hardware, and technical applications.