Technical Support Representative jobs in Albany, NY

XOS (www.xos.com) is a leading manufacturer of application-specific X-ray analyzers. In today’s highly competitive environment one of the key differentiators for sustained long term success is an organization’s people. While products, assets, and brand can create a competitive advantage, over time without great people the competition will catch up. This could not be better stated than in one of our core values, The Best Team Wins!

Through strong customer partnerships, we advance the quality and delivery of water. Want to help us in this mission?

About the Role:

Our Technical Support Representative is the first line of contact for providing support to customers on our elemental analysis instrumentation. When a customer needs support, this person will interact with the customer via email, phone and MS Teams to diagnose the problem. Depending on the issue, you may be able to work through to a resolution over the phone (following a set of questions and procedures) or you will gather details and come up with a plan for a Technical Service or Field Service Engineer to take over.

Essential Responsibilities:

• Be front-and-center in ensuring a positive customer experience as it relates to our company, our products, and our services
• Build strong relationships with customers to ensure the highest level of satisfaction
• Identify service and instrumentation opportunities and escalates that information to the appropriate sales channel.
• Troubleshoot and document technical issues
• Process and manage internal and field service repairs
• Provide quotations and delivery information
• Set up return shipments for customers and process replacement parts and consumable orders

Qualifications:

• AS Degree in Engineering Technology or equivalent is preferred or combination of education and experience
• 2-5 years of electromechanical experience
• Prior experience in instrument repair or instrument support
• Ability to communicate, both verbal and written. Must have strong interpersonal skills.
• Mechanically inclined and troubleshooting aptitude

The hourly range for this role is $22.00- $25.00. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range and this range is only applicable for jobs to be performed in New York. This range may be modified in the future.

This job is also eligible for bonus/incentive pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Note: No amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Job Type: Full-time

Pay: $45,000.00 - $48,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Work setting:

• In-person

Work Location: In person