Product Support Representative
Company: Mesa Labs
Posted on: May 16, 2022
Mesa Labs is hiring a hybrid Product Support Representative for
our Lakewood, CO location.
The position is responsible for providing customer technical
support across a range of Mesa product lines, including Dialyguard,
DataTrace, DryCal, and BGI. This individual uses strong fundamental
support process management in addition to a help desk ticketing
system to efficiently respond to and resolve customer technical
support cases. This position requires the ability to manage
multiple product segments and ongoing understanding and support of
customers' requirements. This position requires effective
collaboration with cross-functional team members across Mesa Labs.
In addition, all team members will pursue continuous improvement in
process expertise and application knowledge. This position would be
a hybrid role, with office and work from home available.
Compensation and Benefits
Benefits and competitive salaries are commensurate with the
successful candidate's experience and qualifications. Paid time
off, paid holidays, paid sick leave, progressive leave policies,
quarterly or bonus, and equity. Benefits include medical, dental,
vision, life and 401(k) retirement with company match.
Compensation Range: $20.00 - $30.00 per hour, commensurate with the
candidate's experience and qualifications.
To perform this job successfully, an individual must be able to
perform each essential duty satisfactorily. The categories listed
below are representative of the knowledge, skill, and/or ability
required. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential
Education and/or Experience:
High school diploma or GED required.
Technical Support/Help Desk Experience.
Intermediate/Advanced knowledge of Microsoft Windows 10.
Microsoft Office - Word, Excel, Teams, Outlook, SharePoint.
Problem Solving, Verbal Communication, Phone Skills, Customer
Service, Quality Focus.
Remote support - Ability to troubleshoot and resolve issues
remotely via phone or screen sharing sessions.
Device/product related support.
Software installation and troubleshooting support.
Skills, Knowledge and Abilities:
Responsible for providing Level 1 and Level 2 technical support
across multiple products, including but not limited to hardware and
software support inquires.
Provides answers to clients by identifying problems; researching
answers; guiding client through corrective steps.
Improves system performance by identifying problems; recommending
Provide remote user training when required.
Provide courteous and exemplary service and support to all Mesa
Required to maintain detailed records, work orders and daily weekly
and monthly schedules.
Actively manage customer support technical help desk ticketing
Supports sales team with technical expertise and recommendations
for customer applications.
Ensure all equipment functions to the satisfaction of the
Management through rigorous accountability to established
Associates or Bachelor's Degree in STEM related field.
Calibration knowledge - Accuracy, Precision, Uncertainty.
Basic Microsoft SQL knowledge.
IT Hardware, Networking.
Ability to read and understand mechanical drawings for
Ability to read and understand electronic schematic.
Renal Care, hemodialysis, conductivity, pH.
Environmental monitoring, industrial hygiene.
Validation, sterilization, food processing.
GMP / GLP / GxP.
While performing the duties of this job, the employee is regularly
required to stand or sit for extended periods of time. If
reasonable, requests regarding ergonomic concerns will be
considered. For individuals with disabilities, accommodations may
be made to perform the essential functions. Occasional lifting is
The work environment characteristics described here are
representative of those an employee encounters while performing the
essential functions of this job. Reasonable accommodations may be
made to enable individuals with disabilities to perform the
This is a high-volume, high-energy manufacturing facility that
works to meet manufacturing deadlines. An enthusiastic, positive
attitude is highly encouraged and conducive to a productive
successful atmosphere. Common sense judgments and problem-solving
is desirable. Must have the ability to handle repetitious and
tedious job functions.
A typical office environment comprises the bulk of the work
environment for this position. At times it may be necessary to
perform work in the office setting. The noise level in the work
environment is moderately quiet.
ABOUT OUR COMPANY
Mesa Laboratories, Inc. (Mesa) is a global technology innovator
committed to solving some of the most critical quality control and
analytical challenges in the pharmaceutical, healthcare, industrial
safety, environmental, food and beverage industries. Mesa offers
products and services through four divisions (Sterilization and
Disinfection Control, Instruments, Cold Chain Monitoring and Cold
Chain Packaging), which help our customers ensure product
integrity, increase patient and worker safety, and improve quality
Today, each of Mesa's products and services play a role in ensuring
the safety and efficacy of the products we use every day. No matter
if it's the environment, products or people, Mesa is committed to
Protecting the VulnerableTM.
Founded in 1982, Mesa went public in 1984. After 10 years of more
than 15% growth per year, the company now has revenue approaching
$100M and a market cap of approximately $750M. Our growth is
attributed to the 350+ dedicated employees who follow our
customer-focused, lean-based value system, called The Mesa Way!
The Mesa Way! is based on four pillars that drive our work every
Measure what Matters: We take the customer's perspective, our "True
North", both to measure what matters most to customers and to set
absolute standards for performance. We manage to leading
indicators, which drive us to proactively avoid problems.
Empower Teams: We move decision-making as close to the customer as
possible and provide the structure and real-time communication
forum to align the whole organization behind surpassing customer
Steadily Improve: We leverage a common and proven set of lean-based
tools to prioritize our biggest opportunities, address those
opportunities at root cause, and quickly implement change.
Always Learn: We ensure that improvements are sustained, enabling
us to raise performance expectations and repeat the cycle of
improvement. Equally, this cycle strengthens the Mesa team by
providing endless learning opportunities for our employees and
helps us to become an employer of choice in our communities.
Mesa Labs is an Equal Employment Opportunity Employer. Mesa Labor
prohibits unlawful discrimination and harassment against applicants
or employees based on age, race, sex, color, religion, creed,
national origin or ancestry, disability, military status, sexual
orientation, or any other status protected by applicable state or
Keywords: Mesa Labs, Denver , Product Support Representative, Other , Lakewood, Colorado
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