Technical Customer Support II in Bellevue, Washington at Sea-Bird Electronics

Date Posted: 6/6/2019

Job Snapshot

Job Description

Job ID: SEA000227

About Us

Sea-Bird Scientific was formed in 2010 by the union of Sea-Bird Electronics (Bellevue, WA), WET Labs (Philomath, OR) and Satlantic (Halifax, NS) (wholly owned subsidiaries of Danaher Corporation (NYSE: DHR)). Through the combination of the Sea-Bird Electronics, WET Labs and Satlantic product lines, Sea-Bird Scientific is the world’s leading provider of advanced technology for oceanographic research. The Sea-Bird Scientific group of company’s design, manufacture and market oceanographic instrumentation and systems that enable the world’s leading scientists to push the boundaries of ocean knowledge. Sea-Bird Scientific works with a global network of international representatives and partners to serve customers in more than 30 countries around the world. Our dedicated team is comprised of individuals with diverse backgrounds and interests with a common goal of serving the world’s oceanographic community with leading edge technology and solutions. We offer an entrepreneurial environment that is team-centered, customer-driven, quality-focused, and growth-oriented. Working at one of the Sea-Bird Scientific Company’s locations gives you access to a robust career development process and challenging "stretch" opportunities.

Sea-Bird Electronics is an EEO / AA employer.  Sea-Bird Electronics does not discriminate on the basis of race, color, religion, gender (sex), gender identity, national origin, age, sexual orientation, disability, genetic information or any other characteristic protected by law.

For more information regarding our company’s, please visit the Sea-Bird Scientific website at www.seabird.com. 


Description

Purpose of Position: 

The primary role of this position is to provide professional, prompt and accurate technical support to all Internal and External Customers, for Sea-Bird Scientific products. The Technical Customer Support II position serves as the point of contact for customers, both foreign and domestic, providing a high level of technical support. The position is responsible for fielding basic to complex requests from clients on instrument use, troubleshooting, application, maintenance and best practices. The Customer Support II position is responsible for answering high level data questions and fields the majority of escalated support questions from other customer support positions. This position may involve mentoring and guidance of other associates.


The Customer Support II position not only focuses on the technical nature of the job, but also has a strong focus on customer face to face interaction in both a formal and non-formal teaching environment. This position also uses the information acquired from close customer relations to formulate reports and feedback to mechanical design and software engineers.


Essential Functions:

  • Answer incoming telephone calls in a professional and courteous manner.

  • Represent Sea-Bird Scientific in a positive and professional manner.
  • Ability to troubleshoot mechanical and electronic issues.
  • Formulate professional technical responses to a majority of incoming support requests via Phone, Email or Web form.
  • Provide technical expertise to customers including working with customers to install, maintain, evaluate and troubleshoot purchased products.
  • Use scientific software to plot, process and evaluate customer data.
  • Input customer questions, quality / warranty concerns and VOC information accurately in an organizational wide CRM database.
  • Deliver timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer.
  • Develop and maintain relationships with customers. 
  • Expert knowledge of customer support processes (i.e., pricing, products, etc.).
  • Ability to resolve high level customer complaints/problems and provide follow up to customers and Manager/Supervisor if needed.
  • Assist in the development, implementation, and monitoring of team KPI’s to meet core company objectives as required.
  • Create procedures or work instructions, where absent.
  • Required to work off-shift including overtime as needed to meet required deadlines.
  • Comply with all safety rules and regulations including but not limited to: wearing all required PPE, maintaining a safe work area, identifying and reporting unsafe conditions to supervisor, and participating in risk assessments.
  • Offsite foreign and domestic travel to customer locations.
Other Non-Essential Functions: 
  • Provide onsite or offsite technical training to customers, both foreign and domestic. 
  • Provide feedback to product managers, sales and engineering about product improvements. 
  • Provide support for R&D and Science related projects. 
  • Provide some instructional and scientific class style training to customers. 
  • Other duties as assigned. 

Job Requirements



Qualifications

  • Bachelor’s degree in Oceanography or similar Environmental Science or Earth Science Required, M.Sc. Preferred.
  • 3-5 years’ experience in a customer service related field.
  • Cruise and deployment experience required.
  • In-depth knowledge of Microsoft Office Suite.
  • Experience with SalesForce or similar CRM software preferred.
  • Working knowledge of oceanographic technology and data acquisition.
  • Must have a valid driver’s license with acceptable driving record.
  • Must have or be able to obtain a passport.
Language Skills:

Ability to read, analyze, and interpret and generate technical procedures. Ability to write reports, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, and customers.  Ability to provide content suitable to be turned into technical documents. Ability to respond to common inquiries or issues.

Mathematical Skills:

Ability to work with mathematical concepts such as probability and statistical inference and formulas to analyze data using Microsoft Excel.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is occasionally required to reach with hands and arms. The employee is constantly required to stand/or sit, squat, turn/twist, reach, use hands to: finger, handle, feel or operate objects, tools or controls, and computer keyboards. The employee is occasionally required to walk, climb, balance, stoop, bend, kneel, crouch or crawl, and talk, hear, and smell. 

The employee must occasionally lift, carry, push or pull up to 50 pounds and/or frequently lift, carry, push or pull up to 20 pounds

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee may be subjected to moving mechanical parts, electrical currents, vibrations, fumes, odors, dusts, gases, chemicals, oils, extreme temperatures and work space restrictions. 

The work environment for this position is mainly in an office with some possible field service/support activity. 

The field service/support activity may take this individual into customers' locations and moderate physical activity (e.g. lifting/carrying of materials) occurs.

The noise level in the work environment is occasionally loud.

Employees will be required to wear the proper Personal Protective Equipment (PPE) which may include: eye, hearing and respiratory protection, protective smock, steel toe shoes, gloves, hard hats, or face shields. Contact lenses may not be allowed in some areas.

The duties listed in job descriptions are not intended to be an all-inclusive list of the duties, responsibilities and requirements of the job described. Rather, they are intended to describe the general nature of the job. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

PRE-EMPLOYMENT TESTING

External hiring into this position is contingent upon the successful completion of a pre-employment drug screen and background check and possible credit history review.

The purpose of this description is to assist in ADA compliance and is not intended for other purposes such as collective bargaining, or compensation.


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 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 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.

Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.