LabWare Customer Care Consultant

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