Product Support Specialist - Lab Solutions

Company Overview

Hamilton Company is a worldwide leader in the design and manufacture of manual, semi-automated and robotic products for precision fluid measuring. We specialize in the development, manufacturing and customization of precision measurement devices, automated liquid handling stations, and sample management systems. For more than 60 years, Hamilton has been satisfying customer needs by combining quality materials with skilled workmanship, ensuring the highest level of performance of every precision fluid measuring device we manufacture.

• Technical Support - assist customers by troubleshooting inquiries received via phone or email. Inquiries or requests may include questions about daily operation, specifications, documentation, software, firmware, hardware, best practices, etc.
• Log all technical support issues in a Customer Relationship Management software for tracking, reporting, and trending purposes.
• Identify systemic product issues or opportunities for product improvement and communicate them to the Product Management team.
• Create new support documentation as needed.
• Host remote meetings for troubleshooting and/or training of distribution partners, end-users, and internal personnel.
• Manage conformance reports and return material authorizations as necessary.
• All other duties as assigned.

• Knowledge of liquid handling products.
• Basic understanding of programming concepts.
• Ability to communicate effectively with customers.
• Ability to determine and solve problems.
• Must have good verbal and written communication skills.

• Bachelor's degree in a technical or life sciences discipline required
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• Minimum of three years of support and/or client interfacing experience preferred
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• Aptitude for maintaining and controlling electromechanical devices required
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• Experience with personal computer builds and/or basic Information Technology or Information Systems preferred
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• Diverse portfolio of exciting and innovative design projects.
• Tremendous opportunities for professional growth.
• Commitment to sustainable design.
• Competitive compensation.
• Excellent benefit package includes medical, dental, vision insurance, paid vacation time, paid sick time, disability insurance, 401k, tuition reimbursement and more.
• Solid stable company.
• Must pass drug and background screens.
• May be required to wear Personal Protective Equipment (provided by employer).

Mid Salary