Customer Care Representative (2 job openings)

At DIONEX, we are committed to equal employment opportunity. We respect, value and welcome diversity in our workforce, as well as in our customers, our suppliers and the global marketplace. The work is interesting, the career path options abound and the future bright. Invest a few minutes of your time to review the current job opportunities at Dionex and add to our ambitious drive of "Passion. Power. Productivity." Dionex does not accept unsolicited resumes.Dionex hires qualified candidates who are authorized to work in the U.S.-- that is, authorized to work without restriction as to a particular employer.  We limit our hiring of persons requiring visa sponsorship or individuals currently on a non-immigrant visa (e.g., H-1, J-1, L-1, F-1, B-1, TN) to candidates at the MS and PhD levels (or those who have equivalent work experience) who are applying for positions for which there is a demonstrated shortage of qualified U.S. candidates.Dionex conditions all offers of employment on satisfactory completion of a background check.Local candidates are preferred, occasional relocation assistance may be provided.Dionex does not accept resumes from headhunters or suppliers that have not signed a formal agreement.

Summary:

The Customer Care Center Specialist will be the first point of contact for any customer requiring assistance. They will act as the resource advisor for customer issues with Dionex products, services and processes.

 

Primary responsibilities include:

? Answers, evaluates, and prioritizes incoming customer telephone, voice mail, email, and in-person requests for assistance regarding hardware, software, networking, other related technologies, service, spare parts or general information needs.

? Handles problem recognition, research, and isolation. May work with other departments for help in resolving more complex problems.

? Recommends corrective action and/or solutions to customer application questions.

? Identifies the correct resources for providing issue resolution, and provides follow-up as needed.

? Transfers the ownership of complex problems to the right resource, including management, other Customer Care Center Specialists or Technical Support Specialists.

? Handles customer contact and associated duties daily (Monday through Friday) for an 8-hour window within the hours needed to provide nationwide coverage between the hours of 7amto 7pm Central time.

? Analyzes calls to determine the correct entitlement for that customer (contract, warranty or billable).

? Confirms entitlement with customer. If customer is billable and wishes to pay for phone support, specialist will discuss billable situation with customer and, after the call is completed, process all necessary paperwork to generate an invoice.

? Responsible for selling the company?s services and/or services products via telephone, using a strong knowledge of the company's products/services/supplies.

? Informs customers of company promotions and upgrades; uses persuasive techniques to motivate customers; urges timely scheduling of routine maintenance.

? Qualifies leads, identifies decision makers, determines customer needs, explains product/service variations, recommends the most suitable products/service, identifies features and benefits, helps establish value to overcomes customer objections, and close sales.

? May respond to inquires and resolve problems. Attempts to cross-sell or up-sell each account.

? Determines status of customer prior to dispatching to field (contract, warranty or paid day) and communicates this to the Field Service Rep along with other call details. For paid day customers, communicates to the customer that a PO# is required before onsite assistance can be granted.

? If call is being dispatched, CCS will recommend to the Field Service Representative what parts may be needed.

? Logs and/or updates incoming and outgoing calls and customer information into the current CRM system.

? Maintains technical expertise by spending at least 8 business days per quarter in the field or in an applicable training class.

? Exhibits patience and a positive attitude on a daily basis with potential stressful situations involving customers, coworkers and system or process problems. 

? Exhibits the ability to look, listen and probe for opportunities to expand Dionex business.  Examples include but are not limited to; recommending newer columns or consumable materials, recommending the customer maintain a sufficient level of spare parts, and promoting Dionex reagents. 

? Listens for sales opportunities and pass leads to appropriate Dionex individuals.

 

The requirements for the Customer Care Representative are as follows:

? A B.S. degree in Chemistry or a related technical discipline, or equivalent work experience in the chemistry/analytical field.

? Minimum of 3 years laboratory experience.

? Proficiency in electronic and mechanical troubleshooting of analytical laboratory instruments, along with a fundamental understanding of chromatographic techniques.