Technical Product Support Specialist

Build a career powered by innovations that matter! At Novanta, our innovations power technology products that are transforming healthcare and advanced manufacturing—improving productivity, enhancing people’s lives and redefining what’s possible. We create for our global customers engineered components and sub-systems that deliver extreme precision and performance for a range of mission-critical applications—from minimally invasive surgery to robotics to 3D metal printing. Novanta is one global team with over 26 offices located in The Americas, Europe and Asia-Pacific. Looking for a great place to work? You have found it with a culture that embraces teamwork, collaboration and empowerment. Come explore Novanta. The main function of this position is to act as primary customer contact for all post sales technical assistance for Synrad products. This will typically involve troubleshooting over the phone and through email to determine nature of problem and advising recommended solutions. This may also involve arranging for return of faulty products and tracking customer’s progress until all issues are resolved. Primary Responsibilities Respond to incoming inquiries from regional sales personnel and customers timely Process Returned Material Authorizations (RMA’s) using Oracle R12 Review product backlog with Operations and ensure regional team members and customers have current delivery information Manage customer escalations working directly with Operations Process standard and custom product quotations for repairs Resolve customer billing discrepancies working directly with Accounts Receivable Maintain customer files with sales contracts and other information Document processes and procedures to drive continuous improvement Perform other additional sales support, order entry and customer service responsibilities Required Experience, Education, Skills and Competencies AS degree in related field, college degree in a business or technical field or equivalent in job related experience preferred. Must have at least 3 years of technical experience in either engineering-related role or technical support role. A minimum of 1-2 years of field technical support is also required. 3 years of customer service experience Must be proficient with Microsoft Office Software (Outlook, Excel, Word and PowerPoint) Previous experience with Oracle R12 or SAP preferable Excellent written and verbal communication skills - demonstrated ability of using tact and diplomacy Strong organizational skills - a multitasker A process oriented, detailed, methodical, investigator Demonstrated ability of having a sense of urgency and getting back to customers in a timely fashion Ability to work with minimal supervision Travel Requirements None Physical Requirements Must demonstrate proof of up to date Covid-19 vaccination status per current CDC guidelines prior to employment start with Novanta. Novanta is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by federal law or Novanta policy. Please call 1 781-266-5700 if you need a disability accommodation for any part of the employment process.