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Instrumentation Customer Support Specialist - EAST GREENBUSH, NY in Nationwide US at X-Ray Optical Systems (XOS)

Date Posted: 12/4/2018

Job Snapshot

Job Description

Job ID: X-R001029

About Us

XOS is a leading manufacturer of application-specific X-ray analyzers, offering elemental analysis solutions that improve public safety and customer efficiency in industries like petroleum, consumer products, and environmental compliance. For petroleum applications, XOS offers portable, lab, and process analyzers with unrivalled precision at the push of a button. XOS also offers High Definition XRF (HDXRF©) analyzers for the detection of toxic elements in consumer products, such as toys and apparel and areas of environmental regulation, like soil and water. XOS’s advanced optics and OEM sub-systems can increase precision, speed, and spatial resolution, while decreasing the size, complexity, and cost of the instrument. XOS: Better Analysis Counts.

Description

Responsibilities:

In-House Technical Support:

  • 75% In house customer support
  • Be front-and-center in ensuring a positive customer experience as it relates to our company, our products, and our services
  • Communicate directly with customers, sales reps, and distributors via telephone, electronically or face to face
  • Listen and respond promptly to customer problems and questions
  • Diagnose, troubleshoot, and resolve customer issues
  • Manage multiple customer cases simultaneously and provide regular progress updates to customers with open support issues.
  • Provide pricing and delivery information
  • Take and set up replacement part and consumable orders
  • Set up return shipments for customers
  • Provide RMA’s for customer returns
  • Schedule preventative maintenance visits
  • Update and utilize salesforce.com and Epicor systems
  • Create troubleshooting documentation

Field Service:

  • 25% Field Support

  • Provide world class customer support for on-site installation, validation and commissioning of all XOS instruments

  • Perform on-site troubleshooting, service and repairs of all XOS instruments

  • Provide on-site training to customers

  • Listen and respond promptly to customer concerns

  • Timely and professionally handle field service calls and issues arising from the field service visits

  • Build strong relationships with customers in the region to ensure the highest level of satisfaction

  • Communicate with technical support and applications engineers to resolve customer issues and scheduling customer site visits

  • Submit prompt, accurate service reports that affect billing, inventory, instrument history, and instrument failure.

  • Identify service and instrumentation opportunities and escalates that information to the appropriate sales channel.

  • Maintain accurate records and efficient usage of replacement parts inventory.

  • Communicate directly with customers, sales reps, and distributors via telephone, electronically or face to face

Job Requirements



Qualifications

QUALIFICATIONS:

Critical Success Factors

  • Excellent communication skills

  • The ideal candidate possesses superior customer service skills

  • Highly motivated individual

  • Constant willingness to go above and beyond in supporting customers

  • Highly mechanically inclined and able to develop creative solutions

  • Ability to think analytically and solve complex customer problems

  • Has a sense of urgency and fully understands the impact of customer issues

Required Skills/Experience:

  • 1-5 years of technical experience

  • Ability to communicate, both verbal and written. Must have strong interpersonal skills

Desired Skills/Experience: 

  • Fast learner

  • Mechanically inclined

  • Prior experience in instrument repair or support

Education:

  • Science or Engineering Degree preferred or combination of education and experience 

Travel Requirements:
  • Up to 50% travel required for the position


Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 67,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $18.3B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,200% over 20 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We’re innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you’ll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.