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Technical Support Agent

Job Details

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Job Ref:
2110416
Location:
California
Category:
Customer Service
Employment Type:
Full Time

Winning the race to bring new healthcare products safely to market drives Rapid Micro Biosystems (RMB) to combine today’s innovative technologies as never before. Your career at RMB puts you at the center of diverse global teams that span robotics, AI, Machine Learning, imaging, microbiology, and more, re-shaping how urgently needed pharmaceuticals are made, tested, and released for decades to come. The sky’s the limit.  

Careers at RMB are fast-moving, with the high growth you’d expect from a world leader in microbiology automation. Advancement at RMB affords an opportunity to achieve your personal goals and develop your passions, in an inclusive environment where every employee has the resources and opportunities to hone their skills. You’ll do more, learn more, and can make a profound impact on our business.  

The Technical Support Agent is responsible for providing remote technical support to our customer base, taking into account Service Level Agreements and commercial team goals. The Agent manages incoming customer complaints by troubleshooting remotely, triaging the issue to dispatch a Field Service Engineer as needed, or escalating it to the internal experts on the Rapid Response Team. Information gathered is to be processed in the service management system that clearly states the issue as found, the actions are taken to remedy, the current status, and next steps as needed.

Responsibilities and Duties:

  • Provide first line technical support for customer issues

  • Case management within the Customer Relation Database, inputting pertinent information that includes date stamps, symptoms, investigation details and ultimately the resolution

  • Processing customer complaints in accordance with Service Level Agreements and the escalation procedure

  • Documenting the customer’s configuration in the Customer Relationship Database

  • Proactively gather customer system information for monitoring performance and predictive maintenance

  • Initiating and recommending product design change/improvement from customer data collected

  • Complete all necessary training on time to meet Quality requirements

  • Develop working knowledge of industry practices and company policies

  • Demonstrated ability to read, comprehend, and interpret scientifically written documentation, including organizational and instrument procedures, and those from customer/regulatory agencies

Qualifications:

  • Strength in defining problems, collecting data, establishing facts, and drawing valid conclusions

  • Well-developed and professional output of written and spoken communications

  • Strong customer service soft skills

  • Well-developed problem-solving skills with proficient attention to detail

  • Advanced technical understanding and experience with software-controlled instruments

  • Ability to multitask between systems and adapt to change

  • Analytical thinker with technical aptitude

  • Regularly makes decisions autonomously with limited guidance/supervision required

  • Experience working in a customer service environment

  • Experience working remotely and directly on software-controlled instruments

  • Demonstrated experience working in ISO or GMP controlled environments

  • Knowledge of computer networking, Microsoft, SQL, internet, and email protocols is a plus but not required

  • Previous experience having worked as a Technical Support Agent with well-developed professional customer handling skills

  • General aptitude with processes to effectively contribute to updates and procedures

  • Strong communication and interpersonal skills (internally and externally)

  • Careful attention to time management and organization, including appropriate work/life balance

  • Team player capable of focusing on the organizational objectives over personal desires

  • Positive attitude towards challenging situations and in the face of adversity; adept at offering a solution-based approach

  • Ability to provide compelling narrative to influence customer and internal decision makers

  • Minimum of technical degree or equivalent military experience, bachelor’s degree preferred

  • May be required to work at client sites (20% or less)

  • Weekend on-call periodically required

  • Must have a valid driver’s license and passport

ABOUT RAPID MICRO BIOSYSTEMS:

Rapid Micro Biosystems creates, sells, validates, and services innovative products for fast, accurate, and efficient detection of microbial contamination in the manufacture of pharmaceuticals, biologics, biotechnology products, medical devices, and personal care products.

The company’s Growth Direct™—the first and only growth-based system to automate rapid compendial QC Micro testing—ensures data integrity, compliance, and operational efficiencies driven by rapid methods and automation.

Rapid Micro Biosystems is dedicated to providing groundbreaking technology and products to support companies in their journey to achieve greater reliability, efficiency, and better predictability, ultimately providing higher quality products for improved patient outcomes.

Rapid Micro Biosystems is headquartered in Lexington, Massachusetts.  Our research & development, and manufacturing operations are located in Lowell, Massachusetts. Additionally, we maintain field offices in Freising, Germany; Switzerland, and Singapore. 

Equal Opportunity:

Rapid Micro Biosystems is committed to the principle of equal employment opportunity. Applicants for employment and employees are reviewed on their individual qualifications for a position. Under no circumstances will Rapid Micro Biosystems discriminate against qualified persons on the basis of race, color, religious creed, retaliation, national origin, ancestry, sexual orientation, gender identity, disability, mental illness, genetics, choice of health insurance, marital status, age, veteran status, or any other basis prohibited under applicable law.

Please no phone calls or agencies, please.

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