Automation Support Professional - (Detroit, MI)

Job summary Primary Function The Automation Support Professional is the primary automation account contact covering both technical support and customer background. The position provides on-going proactive product support for assigned accounts. The customer background aspect of this role will focus on increasing customer loyalty; securing retention; and driving value expansion at assigned accounts. Key responsibilities Responsible for implementing and maintaining the effectiveness of the quality system. Provides technical Level I and Level II phone and on-site support to proactively maintain product performance or resolve customer complaints for hardware; software; and reagent issues. Level I support is defined to a specific set of error codes that could be repaired in less than1.5 hrs. Level II support is defined as any error code excluding Level I that would be resolved in more than 1.5 hrs. Performs proactive service support activities to maintain system performance.