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      • Middleton, Wisconsin
      • Permanent
      • $18.00 - $25.00 per hour
      • 8:00 AM - 5:00 PM
      Our client develops laboratory tools that improve reproducibility, traceability, and that are easy to use. These tools are used for liquid handling, purification, and extraction solutions with a focus on helping the scientist at the bench achieve more productive research and verifiable data. We are looking for a helpful Technical Support Specialist to provide technical support to clients for their pipettes, including equipment, accessories, consumables, software, and hardware products. If you have experience in a laboratory setting and have a passion for customer service apply today!Responsibilities:- Provides pre- and post-sales technical support for manual liquid handling and automated liquid handling product lines, including equipment, accessories, consumables, software, and hardware products.- Responsible for addressing customers questions in a timely and professional manner; escalating cases where necessary.- The modes of communication can include but are not limited to telephone (ACD), email, live web events and online chat.- Create and maintain technical support cases in the customer relationship manager (CRM) Salesforce.com. Follow up with customers to ensure cases are resolved in a satisfactory manner.- Close cases in a timely manner and assign metrics to measure success.- Assist with requests for product returns and warranty claims.- Enters orders in the e-commerce ordering system.- Setup and maintain reports to track the status of standard cases, complaint cases, demo and loaner cases. Use these reports to provide input for product improvements when appropriate.- Works closely with Service Technicians to process service orders and communicate with service customers regarding their orders.- Develops an in-depth knowledge of the support processes and procedures that include but are not limited to the case management process, the Specials process, best practices for support.- Develop and maintain an in-depth knowledge of the Gilson product line.- Present and maintain training materials including presentations and handouts. Maintain physical product inventory and supplementary materials to use for hands-on training.- Handle physical product check-in for returns, demo and loaner pipettes.- Maintains a clean professional laboratory environment and workspace- Responsible for proper execution of prescribed safety procedures when handling equipment and hazardous materials. Possible contact with equipment that has been contaminated by laboratory chemicals, human bodily fluids or other potentially hazardous substances- May provide input for definition of product improvements and/or serve on cross functional product development teams.- Technical review of documents such as technical bulletins, marketing communiques, technical notes.- Other duties as assignedWorking hours: 8:00 AM - 5:00 PMSkills:- Strong understanding of the life science industry, sales experience- Ability to execute on a variety of tasks and adapt to changing priorities- Excellent communication skills-written and verbal- Accurate clerical skills and attention to detailEducation:BachelorsExperience:1-4 yearsQualifications:- Bachelors or Associates degree in related scientific field (e. g., chemistry or biology)- Minimum 1-year laboratory experience- Computer skills including MS Office- Customer service experience- Experience or skills in telephone techniques Apply today by clicking the "Apply" button in the top right corner of this page!!Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. No one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.
      Our client develops laboratory tools that improve reproducibility, traceability, and that are easy to use. These tools are used for liquid handling, purification, and extraction solutions with a focus on helping the scientist at the bench achieve more productive research and verifiable data. We are looking for a helpful Technical Support Specialist to provide technical support to clients for their pipettes, including equipment, accessories, consumables, software, and hardware products. If you have experience in a laboratory setting and have a passion for customer service apply today!Responsibilities:- Provides pre- and post-sales technical support for manual liquid handling and automated liquid handling product lines, including equipment, accessories, consumables, software, and hardware products.- Responsible for addressing customers questions in a timely and professional manner; escalating cases where necessary.- The modes of communication can include but are not limited to telephone (ACD), email, live web events and online chat.- Create and maintain technical support cases in the customer relationship manager (CRM) Salesforce.com. Follow up with customers to ensure cases are resolved in a satisfactory manner.- Close cases in a timely manner and assign metrics to measure success.- Assist with requests for product returns and warranty claims.- Enters orders in the e-commerce ordering system.- Setup and maintain reports to track the status of standard cases, complaint cases, demo and loaner cases. Use these reports to provide input for product improvements when appropriate.- Works closely with Service Technicians to process service orders and communicate with service customers regarding their orders.- Develops an in-depth knowledge of the support processes and procedures that include but are not limited to the case management process, the Specials process, best practices for support.- Develop and maintain an in-depth knowledge of the Gilson product line.- Present and maintain training materials including presentations and handouts. Maintain physical product inventory and supplementary materials to use for hands-on training.- Handle physical product check-in for returns, demo and loaner pipettes.- Maintains a clean professional laboratory environment and workspace- Responsible for proper execution of prescribed safety procedures when handling equipment and hazardous materials. Possible contact with equipment that has been contaminated by laboratory chemicals, human bodily fluids or other potentially hazardous substances- May provide input for definition of product improvements and/or serve on cross functional product development teams.- Technical review of documents such as technical bulletins, marketing communiques, technical notes.- Other duties as assignedWorking hours: 8:00 AM - 5:00 PMSkills:- Strong understanding of the life science industry, sales experience- Ability to execute on a variety of tasks and adapt to changing priorities- Excellent communication skills-written and verbal- Accurate clerical skills and attention to detailEducation:BachelorsExperience:1-4 yearsQualifications:- Bachelors or Associates degree in related scientific field (e. g., chemistry or biology)- Minimum 1-year laboratory experience- Computer skills including MS Office- Customer service experience- Experience or skills in telephone techniques Apply today by clicking the "Apply" button in the top right corner of this page!!Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. No one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.
      • Middleton, Wisconsin
      • Temporary
      • $19.00 - $21.00 per hour
      • 6:00 AM - 7:00 AM
      The Technical Support Coordinator is responsible for ensuring the technical service needs of customers are met by working service requests over the phone; first to generate resolution arrangements needed at customer locations and then by coordinating all parties to fully restored service.This position is expected to run through November 30th, with the possibility of extension.Responsibilities:- Outbound calling to field technical staff or partners to gather status or provide direction when the scope of issue has created a scenario that requires immediate and repeated contact- In-bound calls from the NET Service queue for field reporting status or requesting direction- Ensure that the field technical staff or partners time spent onsite is utilized in the most efficient fashion possible- Document the status on progress and provide direction as needed to technical staff or partners in the field performing work on service requests- Ensure all necessary onsite arrangements or customer provided and/or shipped equipment have been made prior to scheduling of technicians- Entering updates in customer databases per established practices and/or customer requirements.- Closing out completed service requests in internal and/or customer database- Outbound calling to dispatched technicians to gather status on service requests in which the ETA or anticipated completion time requirement has been exceeded.- Inbound call reception and issue-based call sorting for field technicians use onsite at customer locations for service requests.Working hours: 6:00 AM - 7:00 AMSkills:- Excellent communications skills - written and verbal- Customer service focus- Robust organization and prioritization skills- Attention to detailEducation:High SchoolExperience:1-4 yearsQualifications:- Minimum 2 years of higher education in Information Technology- LAN/WAN infrastructure or equivalent industry experience- Experience directly scheduling or fulfilling a service-related field technician role that involved interaction with customer employees on location.- Proven ability to effectively work in a team-oriented, non-confrontational environment, with customers and all other departments- Excellent communication skills, both written and verbal; include the ability to write reports, business correspondence, and to communicate effectively at all levels of the organization.- Two (2) to Three (3) years of prior experience in a related field. Apply now!Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. No one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.
      The Technical Support Coordinator is responsible for ensuring the technical service needs of customers are met by working service requests over the phone; first to generate resolution arrangements needed at customer locations and then by coordinating all parties to fully restored service.This position is expected to run through November 30th, with the possibility of extension.Responsibilities:- Outbound calling to field technical staff or partners to gather status or provide direction when the scope of issue has created a scenario that requires immediate and repeated contact- In-bound calls from the NET Service queue for field reporting status or requesting direction- Ensure that the field technical staff or partners time spent onsite is utilized in the most efficient fashion possible- Document the status on progress and provide direction as needed to technical staff or partners in the field performing work on service requests- Ensure all necessary onsite arrangements or customer provided and/or shipped equipment have been made prior to scheduling of technicians- Entering updates in customer databases per established practices and/or customer requirements.- Closing out completed service requests in internal and/or customer database- Outbound calling to dispatched technicians to gather status on service requests in which the ETA or anticipated completion time requirement has been exceeded.- Inbound call reception and issue-based call sorting for field technicians use onsite at customer locations for service requests.Working hours: 6:00 AM - 7:00 AMSkills:- Excellent communications skills - written and verbal- Customer service focus- Robust organization and prioritization skills- Attention to detailEducation:High SchoolExperience:1-4 yearsQualifications:- Minimum 2 years of higher education in Information Technology- LAN/WAN infrastructure or equivalent industry experience- Experience directly scheduling or fulfilling a service-related field technician role that involved interaction with customer employees on location.- Proven ability to effectively work in a team-oriented, non-confrontational environment, with customers and all other departments- Excellent communication skills, both written and verbal; include the ability to write reports, business correspondence, and to communicate effectively at all levels of the organization.- Two (2) to Three (3) years of prior experience in a related field. Apply now!Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. No one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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