Scientific Support Associate

Answers and documents incoming customer inquiries by phone, email, and chat. Meets with customers via video conference – Teams, Zoom, Webex, etc., as needed. Addresses inquiries on instrument and software operation, product selection, techniques, procedures, and performs simple troubleshooting. Initiates complaints and works with the appropriate team(s) to resolve. Documents communications and resolutions in Salesforce (CRM, Customer Relationship Management Database). Provides adequate information to the Scientific Support teams to problem solve or to assist with resolution of issue. Communicates with Scientific Support Team, Customer Service, Field Service and Applications, and Sales teams regarding ongoing cases and issues. Documents information and recurring technical issues to support product quality programs and product development. Assists Scientific Support in department functions/projects including but not limited to the maintenance of technical resources, training materials, and FAQs. Supports Marketing and internal teams by providing Voice of Customer. Initiates replacement orders if required by complaint. Is aware of Field Notifications and required actions. Keeps up to date on current technology and use of product lines by attending seminars, reading current scientific literature, and using products in lab. Keeps up to date with training and reading Standard Operating Procedures (SOPs). Follows company policies and practices as outlined in Handbook and follows guidelines regarding safety as outlined in the AWAIR, Chemical Hygiene, and Exposure Control manuals in accordance with the job. Performs additional duties as assigned.