What are we looking for (Position Summary):

To provide industry exceptional customer support with a high degree of customer satisfaction, technical expertise, business acumen and timeliness. This position will work closely with Sales, Marketing, Client Service and QA in regard to product complaint evaluation as well as many other areas of the company.

Essential Duties and Responsibilities:

~80% of time provides technical support to internal and external customers through the following channels:

• Call/Email/Onsite
• Installation and Training
• Maintenance Visits
• Generation of technical product content; e.g. technical notes, videos, manuals, etc.
• Directing customer feedback to internal stakeholders

~20% of time performing the following duties:

• Engineering Support; e.g. system testing, manufacturing training, etc.
• Marketing Support; e.g. represent voice of customer, participate in cross-functional team activities, etc.
• Alpha/Beta site Support
• Services Support (Data & Validation, Surgical, or IACUC)

Skills and Abilities Required:

• Well-developed written and verbal communication skills enabling the individual to confidently convey critical and complex information via phone, email, and in person.
• Ability to communicate directly with customers in a manner that provides them continued confidence in DSI.
• Engineering technical ability to understand and support DSI's broad offering of products.
• Aptitude for problem solving and continuous improvement proficiency and application.
• Maintains awareness of policies, procedures and work instructions as identified in DSI training programs. Individuals performing activities that affect quality must have the expertise, skills and knowledge to carry out their role.
• Operating systems: knowledge in Windows 7, 10
• Programing: C++, C#, HTML/CSS, Java, Python

Education and Experience Required:

• BS in electrical engineering, biomedical engineering, software related to life sciences (physiology), or computer science degree with emphasis on instrumentation or relevant experience.
• 2 years' experience minimum.

Bonus Skills & Experience

• Previous Technical Support Experience
• Knowledge of networking system (DHCP, TCP, firewall setup)