Technical Support Specialist (LC/MS) (REMOTE)

The Technical Support Specialist will provide outstanding customer experiences by offering technical support and assistance for LC/MS instrumentation and associated software, primarily supporting the Proteomics, Metabolomics, and Lipidomics market. Responsibilities include remote diagnostics and troubleshooting using Augmented Reality, Artificial Intelligence, and other digital tools to minimize disruption to customers, providing technical support via phone or electronically for instrument hardware, software, and operations, and offering application support. The specialist will also assist the field service team with onsite repair calls, manage all ticket types for Technical Support and onsite service requests, and contribute to the development and implementation of plans to improve technical services and digital capabilities. Maintaining accurate records in the service database, promoting aftermarket products and services, communicating competitive information and sales opportunities to Marketing and Sales Engineers, and engaging with the factory for product improvements are also key duties. The role requires achieving performance objectives, striving to increase customer satisfaction, and adhering to OHS policies and procedures to ensure a safe workplace.