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Product Support Representative

Company: Mesa Labs
Location: Lakewood
Posted on: May 16, 2022

Job Description:

Mesa Labs is hiring a hybrid Product Support Representative for our Lakewood, CO location.

Summary
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.

Professional 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 functions.

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 changes.
Provide remote user training when required.
Provide courteous and exemplary service and support to all Mesa Labs customers.
Required to maintain detailed records, work orders and daily weekly and monthly schedules.
Actively manage customer support technical help desk ticketing system
Supports sales team with technical expertise and recommendations for customer applications.
Ensure all equipment functions to the satisfaction of the customer.
Management through rigorous accountability to established KPI's.

Preferred Experience/Skills:

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 hardware.
Ability to read and understand electronic schematic.
Renal Care, hemodialysis, conductivity, pH.
Environmental monitoring, industrial hygiene.
Validation, sterilization, food processing.
GMP / GLP / GxP.

Physical Demands

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 required.

Work Environment

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 essential functions.

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 of life.

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 day:

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 expectations.

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 local law.

Keywords: Mesa Labs, Denver , Product Support Representative, Other , Lakewood, Colorado

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