ATG Service (Analytical Technologies Group, LLC)
JOB TITLE: Customer Service Representative
DEPARTMENT: Service Department
REPORTS TO: Director of Service
Job Summary
Join us for a unique opportunity to advance your career in the high growth biopharma research and development industry.
ATG Service (the “Company”) is seeking a Customer and Service Operations Associate to support growing demand for our laboratory instrument maintenance and repair services in the Pacific Time Zone. As a Customer and Service Operations Associate, you will be a member of the company’s Operations team, reporting to our Service Director, and will work closely with our internal service division managers. On a day to day basis, you will manage our customer relationships and orchestrate our service delivery. You will be communicating with our customers to understand their needs and compellingly communicate how ATG Service can meet those needs. You will also be coordinating technical diagnoses and collaborating with our sales leaders to ensure customers are accurately quoted for service engagements. You will create and prioritize service work orders and proactively managing customer expectations.
This is a remote position. You will be expected to work eight hours daily between 9am Pacific Time to 5pm Pacific Time.
Your Key Responsibilities
As a Customer and Service Operations Associate, you will:
· Understand the company’s service offering and value proposition.
· Maintain updated knowledge of company products and services.
· Communicate with clients to understand their needs.
· Build relationships with clients based on trust and respect.
· Collaborate with internal departments to facilitate customer onboarding and prioritization of customer needs.
· Coordinate remote technical diagnostic consultations between customers and field service engineers to prepare for site visits and support customers.
· Create accurate work orders, which include the customer requests, issues, and the initial diagnostics contributed from our service engineers.
· Assign service work orders to our field service engineers in collaboration with our engineering team leaders.
· Be responsible for checking parts out to and in from our field service engineers.
· Gain a solid understanding of the company's ticketing software (Salesforce), ensure service documentation, time entries, and quality control procedures are properly followed by our team of engineers.
· Review, update and submit work orders to generate the necessary billing and compliance documentation.
· Resolve complaints and prevent additional issues by improving processes.
· Act as a customer advocate to ensure our alignment with the customer’s long-term interests with a focus on improving the customer’s experience.
· Consistently survey customer satisfaction
· Follow company policies and accounting procedures.
Person Specification, Skills and Experience
The ideal candidate will ideally have three (3) years of progressive and successful experience as a customer support leader at an operating Company. The ideal candidate should possess most of the following characteristics/qualities:
· Experience: You ideally have three (3) years of account management or customer support experience and proven expertise delivering success for top tier customers.
· Skilled at Communication: You are a great listener and have empathy for a customer’s needs. You demonstrate excellent oral and written communication skills.
· Customer Management Skills:You are able to prioritize customer needs and elevate the issues that will have the most impact on customer advocacy, retention and growth.
· A Desire to Achieve: You embrace a challenge and have demonstrated the determination and perseverance to overcome challenges and accomplish your goals.
· An Operational Mindset: You have an intellectual curiosity about the business and a focus on improving operations or processes. You are able to understand, track, and report relevant performance metrics and embrace actively monitoring/managing the business in line with achievable goals.
· Desire to Improve the Business: You possess a desire to take the organization to the next level and be able to recommend and implement change; You have the propensity to take responsibility, move forward, and encourage others to share the vision.
· Comfort Level with Information Technology: You will use technology to improve access to information needed to run the business. You will utilize systems to improve processes, eliminate errors and reduce administrative costs.
· Personal Attributes: You have demonstrated and embody our Company’s core values.
o Professionalism
o Accountability
o Commitment
o Tenacity
o Selflessness
Your Compensation
You will receive an attractive compensation package including base salary, bonus and benefits.
About Us
The Company was founded to support scientific discovery.
We provide regular maintenance, repair, refurbishment, and specialty professional services for laboratory instruments at research and development laboratories throughout North America, the United Kingdom, and Europe.
We specialize in servicing FPLC, HPLC, Bioprocess, centrifugal, plate reader, plate washer instruments. We also acquire, refurbish, and sell a diverse product line of laboratory instruments and parts.
We are fully aligned with the long-term interests of the owners and operators of biopharma laboratories, manufacturing facilities, and research institutions. We train and develop knowledgeable, professional engineers to effectively deliver our customers the highest quality service. Each of our customers receive consistent high-quality support from a highly qualified field service engineer.
We continue to grow our customer base within the high-growth biopharma industry. The demand for our services and our revenue has grown each year. Our Company’s continued growth and the promising, high-growth pharmaceutical industry which we service provides you with attractive opportunities for professional growth and career development.
Our mission is to support scientific discovery. We deliver on our mission by providing proactive, responsive, and affordable service in full alignment with the long-term interests of our scientific laboratory customers. Our Company’s core values are:
· Professionalism
· Accountability
· Commitment
· Tenacity
· Selflessness
OCCUPATIONAL ACCOMODATIONS STATEMENT:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The Company is an equal opportunity employer, and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, veteran status, or disability status.
This description incorporates the most typical duties performed. It is recognized that other related duties not specifically mentioned may also be performed. The inclusion of those duties would not alter the overall evaluation of this position.
Job Type: Full-time
Pay: $55,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
- Work from home
Application Question(s):
- Are you available to work during business hours in the Pacific Time Zone?
Experience:
- Customer Service: 2 years (Required)
Language:
Work Location: Remote
