Technical Applications Specialist


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Technical Applications Specialist

Tewksbury, Massachusetts Contract Job ID: 2210153181
Estimated Duration: 9 months

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Description
PDS Tech, Inc. is seeking a Technical Applications Specialist in Tewksbury, MA.

Summary:
  • The Technical Applications Specialist is responsible for the providing the second-tier technical and customer service support for our handheld safety and security products line, primarily through telephone, email, and web-based support tools.
  • The person in this role must demonstrate a high degree of customer ownership and exemplary customer service and communication skill.
Responsibilities:
Provide technical and product support for in-bound customer and prospect inquiries regarding the Thermo safety and security instruments. Act as a second-tier technical support engineer for hardware, applications and software problems. Triage in-bound technical support requests and provide escalation and documentation support to other service and support personnel.
Act as a centralized liaison for customer communications into service and repair departments. Provide status and update responses to customers for service and open issue tickets.
Provide first and second-level product support to other customer facing departments, inclusive of marketing, regional sales associates and order entry. Triage general in-bound product information inquiries.
Create technical support and knowledge-based tools to assist customers in identification of technical problems, and self-help resolution. Maintain a commonly asked questions forum, create technical notes and update standard documentation with troubleshooting guides.
Monitor technical support trends. Identify and track customer satisfaction issues, and utilize excellent customer care skills to communicate and manage customer satisfaction concerns.
Utilize Case Management solutions to insure accurate tracking and monitoring.
Conduct web-based and phone-based product training for rental inquiries and orders
Provide support to sales and marketing for demonstration units including calibration, application support and general working proficiency.

 
Qualifications
Skills:
  • Strong preference for prior experience in Raman, FTIR and NIR spectroscopy or related analysis tools.
  • Strong verbal and written communication skills, including communications with a global, culturally diverse clientele.
  • Demonstrated high degree of customer service and care aptitude
  • Strong technical or scientific aptitude with keen desire for learning and advancement
  • A natural problem solver with tenacity, collaborative negotiation and strong resolve
  • Strong cross functional skills, with the ability to create consensus and buy-in.
  • Energetic individual who is looking to advance their career in technical engineering, application development or field engineering
  • Prior experience in a customer or technical support organization
  • Knowledge of networking topologies
  • Ability to manage high stress customer situations
Education:
  • Bachelor of Science, or equivalent work experience in a materials science, physics, chemistry, electronics or related subject.
More Details

PDS Tech, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

Founded in 1977, PDS Tech, Inc. is one of the nation's premier specialty staffing firms with 31 offices nationwide. We offer a full range of benefits including:

  • Health insurance
  • Paid holidays
  • Weekly payroll
  • Immediate 401(k) eligibility
  • Completion Bonuses
  • Training
  • Please note availability of benefits may vary by position

PDS specializes in Engineering and IT arenas including Aerospace, Defense, Electronics, Telecommunications, Automotive, and Energy just to name a few. Our reputation, track record, and years of continuous growth reflect the commitment to quality that our employees and clients experience first-hand. To find out more about PDS, please visit www.pdstech.com

$$$ PDS pays for referrals! $$$

We pay thousands each month in referral bonuses!
Contact a recruiter for details. To find one near you, take a look at where we are.

If you have questions, please click here to contact us.


PDS Tech, Inc. is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities.
If you need special assistance or an accommodation while seeking employment, please click here or call 1-800-270-4737 to contact us. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

The law requires PDS Tech, Inc. to post a notice describing the Federal laws prohibiting job discrimination. For information regarding your legal rights and protections, please click on the following links: EEO is the Law and EEO is the Law Supplement

PDS Tech, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay. Please see the Pay Transparency Nondiscrimination Provision for more information.

As a Federal Contractor, PDS Tech, Inc. is required to participate in the E-Verify Program to confirm eligibility to work in the United States.
For information please click on the following link: E-Verify