Meridian Bioscience Post Market Assistant in North Billerica, Massachusetts
Meridian Bioscience is a fully integrated life science company that develops, manufactures, markets and distributes a broad range of innovative diagnostic products. We are dedicated to developing and delivering better solutions that give answers with speed, accuracy and simplicity that are redefining the possibilities of life from discovery to diagnosis. We are looking for talented and passionate individuals that help drive our vision. Our innovative culture will allow interested candidates to discover and create, through collaboration, cutting edge solutions to tough problems.
Responsible for having strong product knowledge and participates in providing general product support and product training to external customers. Serves at the first line of communication for receiving technical calls, logging them into the organization’s Customer Relationship Management (CRM) system, and triaging technical inquiries onto the appropriate territory specialist.
This position will have standard working hours Monday – Friday, 9:00am – 6:00pm EST.
Assists customers with the implementation of systems purchased from as well as ongoing support required to maintain customer satisfaction through complaint handling and general product support inquiries.
Receiving incoming customer complaint and product support calls and performing general troubleshooting upon call intake.
Documenting all complaint and product support call interactions into the company’s Customer Relationship Management (CRM) System in compliance with departmental procedures as they relate to ISO and FDA regulatory requirements.
Triaging all advanced technical inquiries onto the appropriate territory specialist for successful resolution.
Knowledge, Skills and Abilities:
Excellent organizational, written, and telephone communication skills. Assist in training customers. Ability to work independently as well within a team environment.
Microsoft Office, Outlook, exposure to Customer Relations Module (CRM).
Education and Experience:
High school diploma or general education degree (GED) is required. Minimum Associates Degree-level education preferred.
At least 1-year call center or administrative support experience required.
Not anticipated. However, must be able to travel by car/air to other MBI locations and/or supplier locations as needed.
Must be able to wear personal protective equipment (latex or nitrile gloves, safety glasses/face shields, lab coat, etc.).
Must be able to adhere to applicable bio-safety practices when on the manufacturing floor.
Ability to work on a PC including repetitive use of a keyboard and mouse for long periods throughout the course of the workday.
Must be able to analyze, concentrate, and solve complex issues throughout the work day
We are proud to be an EEO/AA employer Minority/Female/Disability/Veteran.
We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Company: Meridian Bioscience, Inc.
External Company URL: www.meridianbioscience.com
Street: 101 Billerica Ave