LabWare Customer Care Consultant

LabWare Customer Care Consultant Wilmington, DE, US 30+ days ago Requisition ID: 1014 Responsibilities and Expectations: · Monitor incoming incidents assigned to LabWare PGLM support team either in Customer or LabWare Incident Management Systems · Take ownership and investigate incidents/events · Be an escalation resource for LabWare Global Services (LGS) PGLS Associates · Interface with LGS Implementation consultants when required to diagnose and resolve customer issues · Interface with LabWare NA Product Support team to report product defects, priority escalation, and for advanced troubleshooting techniques · Interface with LGS PGLM Manager to ensure incident quality control and SLA compliance and reporting · Work with PGLM Management in customer management · Interface with Customer Service Owner and other team members to facilitate incident resolution · Develop and maintain LabWare product knowledge · Ability and willingness to work independently and with a team · Accept Mentoring from Senior PGLM team members · Work local time zone, willing to shift hours if necessary · 100% time commitment to LGS PGLM work Technical Skills: · Minimum 5 years’ experience in a support role, preferably supporting LabWare products · Previous experience as a LabWare LIMS Administrator is a preferred · Proficiency in Microsoft Office products (PowerPoint, Word, Excel, Access) · Solid database knowledge (Oracle/SQL) · Citrix knowledge is a preferred · Proficiency in LIMS Basic · Solid knowledge in Crystal Reports · Operating System – Windows/UNIX knowledge Additional Requirements and Soft Skills: · Bachelor’s degree or higher · 2-5 years of work experience in a laboratory, IT setting or professional work environment · Previous working experience supporting application(s) for internal and/or external customers · Strong analytical and problem solving skills · Adept in self-learning · Attention to detail · Excellent organizational, time management and follow through skills · Strong Customer Service skills · Self-motivated · Interpersonal and communication skills (verbal and written) · Positive attitude, ability to motivate customers and establish credibility Good Corporate Citizenship: · Professionally represent LabWare · Achieve and retain LabWare Consultant Certification · Maintain training record · Dedicated LabWare employee · Timely submission of Time/Expense/Status Reports · Recognize potential sales opportunities to LGS senior staff and Sales