What are the responsibilities and job description for the Technical Product Support Specialist position at CBG Biotech?
Technical Product Support/Quality Specialist
CBG Biotech manufactures solvent recycling equipment at our Solon, Ohio facility. Since 1995, we’ve partnered with laboratories, universities and industrial sites to aid our customers become eco-friendly, save money and increase efficiency. Our customers expect exceptional service, and we seek to exceed those expectations in each interaction.
CBG Biotech’s growth has created the need for a Technical Product Support/Quality Specialist associate with strong customer service skills and a technical aptitude to assist our valued customers.
Technical inquiries range from basic/routine to moderately complex requiring investigation, troubleshooting and follow-up. Mechanical aptitude, good and clear communication skills and strong recordkeeping abilities are important requirements of this position.
Core Duties and Responsibilities
- Work cooperatively with CBG’s associates to meet customer expectations and goals
- Lead CBG customer point of contact for technical inquiries received via phone, e-mail, website, internal referral, etc.
- Troubleshoot, investigate and relay resolution to customer technical inquiries
- Follow up on inquiries/issues/complaints to provide customer satisfaction
- Accurately and comprehensively record details of customer interaction in appropriate CBG database/system(s) for future analysis of trends, opportunities for improvement, etc.
- Promote and adhere to CBG’s Core Stated Values during job performance and any time affiliated with CBG Biotech.
- Deliver excellent customer service at all times and through every stage of the customer journey
- Oversee and manage administration of CBG’s PR&R process, including, but not limited to maintaining database(s), processing customer complaints, scheduling/conducting review meetings, distributing relevant information/reports, etc. within the scope of CBG’s complaint procedure.
- Coordinate and lead CBG’s cross-functional complaint investigation teams to identify root cause, facilitate corrective action to eliminate reoccurrence
- Review internal documentation and data entry for accuracy, completeness
- Perform internal audits
- Periodically perform analysis to identify root cause inquiries or issues
- Make recommendations for solutions to improve processes and procedures to positively impact customer experience.
Requirements
- Bachelor degree in related field and/or 3 years of proven experience in Quality Management
- Strong mechanical/electrical/IT-programming aptitude
- Strong communication skills – written and verbal
- Data analysis experience
- Problem solving/reasoning proficiency
- Quality Management Systems/Quality software experience
- Knowledge of manufacturing systems
- Strong communication – written and verbal
CBG offers competitive salary, Life, Health, Vision, Dental and Disability insurances, Summer hours, 401K Match and potential for growth and many other benefits!Job offers are contingent on background check, E-verify approval and drug screen.
Job Type: Full-time
Pay: $17.00 - $23.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Education:
- Associate (Preferred)
Experience:
- Technical Support Service: 2 years (Preferred)
Work Location: One location