Laboratory Technician

Job Description

A water testing company local to Sarasota is looking for a Technical Support Representative to join tier marketing department. This position will be 5 days on-site Monday- Friday from 8AM-4:45PM. Provide professional, timely technical support to customers via phone, email, video call, and web forms by troubleshooting mechanical, electronic, software, data, and chemistry-related issues. Conduct post-sale product training sessions, assist customers with locating product documentation, and document all customer inquiries, warranty concerns, and feedback in internal systems. Prepare repair quotes, authorize and manage product returns, and track repair services through resolution. Maintain detailed documentation of problem statements, troubleshooting steps, and outcomes while developing ongoing expertise in products and applications. Collaborate closely with Quality teams to escalate product nonconformance issues and ensure proper communication of known issues to customers. Identify potential sales opportunities by capturing customer feedback, collect and analyze data on recurring issues and system performance, and generate technical support and trend reports for management. Maintain accurate CRM records for visibility across Sales and Marketing teams, including dashboards, reports, activity logs, instrument registrations, and lead and account data. Develop user education materials to reduce support requests, provide product improvement feedback to product management, sales, and engineering teams, and participate in continuous process improvement initiatives. This position is paying $23 an hour!

Required Skills & Experience

• Strong problem-solving skills with the ability to analyze data and draw sound conclusions
• Adaptable innovator who applies lessons learned and tackles new challenges effectively
• Experience with CRM platforms and customer support ticketing systems
• Working knowledge of ERP systems
• Proficient in Microsoft Office