Responsibilities

• Manage Advanced Inquiries: Process, track, and resolve moderate-to-high complexity customer inquiries, complaints, and system application anomalies with high technical accuracy.
• Troubleshoot Complex Systems: Evaluate application behaviors, review testing parameters, and recommend prompt corrective actions to optimize laboratory workflows.
• Formulate Action Plans: Partner closely with regional field service networks to identify persistent technical challenges and design structured plans that restore optimal operational performance.
• Drive Escalation & Reporting: Proactively identify product quality trends, logging detailed technical errors inside our Customer Relationship Management (CRM) platform to fuel global product improvement.
• Enable Knowledge Sharing: Foster a culture of learning by providing basic customer training sessions at our Scientific Center or collaborating on-site to mentor local service partners.