Customer Technical Support
The Customer Technical Support will be primarily responsible for providing internal and external
customer with the technical & application support. This role will provide first level remote (phone
and/or BRiCare) diagnostic and application support for user of Bio-Rad life science research
products. Log all customer interactions in Service Cloud for complaints handling and visibility.
This role will interact daily to provide customer support to reduce instrument downtime and
improve customer experience on using our products and services together with cross-functional
teams.
Responsibilities
• Provide internal and external customers with technical and application support via the
various channels including telephone, e-mail, and remote control.
• Liaise with technical service, customer service and sales teams.
• Back up other CTS (inter country) when necessary.
• Manage reagents/spare parts in association with troubleshooting and replacement in case
of Level 3 escalation and have a credit note for Out-of-box failure and early failure.
• Deliver Bio-Rad’s promise to the customer including:
o Open a case and generate a work-order and assign on a field service engineers.
o Practical trouble shooting over the phone, using workshop/office lab facilities if
necessary.
o Support users to work with our products, resolve all the issues with instrument,
reagent, and software.
o In the event of PAE, escalate to RA/QA and division with information in detail as
a high priority
o Escalate when necessary to raise a case, escalations to up level (Field Service
Engineer /Field Application Specialist or Division Product Support.
o Ensure that required paper documentation is sent to the customers. (IFU, MSDS,
Calibration Traceability Certificate, COO, CoA etc.)
• Active communication/sharing with the sales teams and FSE/FAS and Division for:
o Any inquiry for any product feedback from customer
o In case of escalation to level 2 (Field Service Engineer /Field Application
Specialist), level 3 (Divisions) by Global Product Complaint Report (GPCR) in
handling complaints and requests
o For new business opportunities
• SFDC/Service Cloud/Service Max/BRiCare/BaaN/SAP
o Managed customer database up to date in Service Max
o Logging each customer contact/interaction in the Service Max database.
o Perform remote diagnose of quality issue through phone / BRiCare and include
details in a Work Order raised
o Communicate/follow up with customer for instrument repair status.
o Ability to close an opened complaint case promptly and timely.
o Follow up with customer for satisfaction survey after breakdown call is completed.
Qualifications, skills and experience
• Qualification Degree in Biosciences/Biomedical/Medical Technology or Sciences
associated discipline
• Customer service experience
• Prior experience in a customer experience center will be an added advantage
• Experience in Sales Force Dot Com (SFDC) will be an added advantage
• Be familiar with major life science research products in the market in terms of operation,
application, interpretation result
• Basic troubleshooting skills
• Good telephone, stress and anger management skills
• Good organization and consistent documentation skills, able to work independently
• Must be a team player who can collaborate well with cross functional teams
• Additional language capability e.g. Cantonese, Thai and Vietnamese etc. will be added
advantage