Technical Services Representative

The Technical Services Representative is responsible for customer technical inquiries and recommendations to improve service usability, performance, and customer satisfaction. The role includes applying technical knowledge to performing various duties as assigned including data entry and verification, laboratory report creation and publication, work order entry and verification, and responding to client inquiries.

Duties and Responsibilities:

It is everyone’s responsibility to live out our Values and Absolutes

by Shaping a World of Trust while ensuring responsible progress.

• Answers inbound phone calls and emails requesting pricing quotations, testing specifications, and testing status.
• Types and sends pricing quotations for clients.
• Tracks quotes received and quotes sent to clients on daily basis.
• Provides assistance to clients in relaying information about Galbraith’s services; including:
• Providing customers with technical guidance in partnership with the technical team
• Making changes to orders during samples testing process based on client requests
• Obtaining sample status
• Responding to requests for forms including New Vendor requests
• Assists in filling out forms for sample submittal
• Interfaces with all internal departments and customers in the quote process to provide two-way communication and coordination of services.
• Reports to management any problems with issuing and receiving quotes.
• Prepares and published client reports
• Reviews production status report, updating the Laboratory Manager daily of outstanding results/backlogged areas
• Coordinates turnaround times of client requests with Supervisors, and informs Supervisors of specific client deadlines
• Handles incoming client status calls and emails, and relays new information to departments as needed.
• Forwards unresolved status/TAT customer complaints to GLI management staff for follow-up
• Coordinates customer notification of late deliverables on a daily basis
• Enters work orders into LIMS
• Creates and maintains client information in LIMS.
• Creates and maintains test code information in LIMS.
• Enters and verifies laboratory results in LIMS
• Follow the guidelines set forth with clients and in the company Quality, Health, Safety, Security and Environmental policies and procedures.
• Comply with company management systems in accordance with appropriate regulatory agencies.
• Follows the guidelines set forth in by clients and the company Quality Manual and Safety / Chemical Hygiene Plan.
• Other duties as defined by Manager, department needs and workload.

Skills & Proficiencies:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
• Ability to calculate figures and amounts such as discounts, interest, proportions, and percentages.
• Ability to apply concepts of basic algebra and geometry.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Education and Experience:

• Degree requirement: Associate's Degree in science related field
• Minimum of one (1) year of experience with laboratory testing or customer service

An equivalent combination of education and experience may be accepted in lieu of above.