Technical Customer Support Consultant

2 weeks ago

Taipei, Taiwan IDEXX Full time
Job Description

PRIMARY DUTIES AND RESPONSIBILITIES:

  • Provides customer technical support for one or more Company products or services, including pet and other animal health care-related products for veterinarians, medical diagnostic and water-testing equipment and other products and services.  
  • Support may consist of answering customer questions, explaining products and services, instructing in use of equipment, coordinating and assisting with equipment installations, configuring computer system hardware or software, troubleshooting and repairing system, database or data communication issues, customer order entry and billing or other priorities.  
  • Determines customer needs, researches and provides solutions, coordinating with other team members as needed.  
  • Ensures ongoing customer satisfaction and continuing strong customer relationships.  
  • Supports quality management system and other compliance requirements.

EDUCATION:

  • High School diploma or equivalent combination of education and experience required. Associate degree (Science/ Biology,/Department of Medicine/Veterinary / Animal Science), bachelor's degree or equivalent preferred.

REQUIRED SKILLS AND ABILITIES:

  • High-quality customer-facing interpersonal skills, with 23 years experience working with customers and maintaining good customer relationships.
  • Technical record-keeping management skills.
  • Reasoning and analytical skills to resolve issues.
  • Phone skills, with the ability to establish rapport.
  • Attention to detail.
  • Organized with the ability to multi-task.
  • Ability to work independently and as part of a team.
  • Supervisory skills, if a lead position.
  • Communication skills, both verbal and written, including ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner.
  • Personal computer skills, including Microsoft Office.

PHYSICAL DEMANDS:

  • Extensive sitting, phone and computer use.
  • Specific vision abilities required include close vision, color vision, depth perception, and the ability to adjust focus.
  • Hearing acuity sufficient to effectively communicate with customers and Employees via telephone and in person.
  • Ability to communicate verbally on phone and in person.
  • Fluency in the Chinese and English language.
  • Traditional Chinese reading and writing abilities are required.
  • Some travel is required.

WORK ENVIRONMENT:

  • Laboratory environment with potential biohazards present.
  • Potential for exposure to agents known to cause zoonotic disease in humans and use of potentially hazardous chemicals as defined by the National Hazard Communication Standards. A complete list of such chemicals is available from department supervision.

LEVELING GUIDE:

  • Has developed specialized skills through job-related training and considerable on-the-job experience.
  • Work typically involves technical skills and/or administrative duties within standard operating procedures and/or scientific methods.
  • Completes work with a limited degree of supervision.

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