Customer Support Specialist
5 days ago
Applied Spectral Imaging (ASI) is a global leader in biomedical imaging with a comprehensive product portfolio for Karyotyping, H&E, IHC and FISH analysis; providing Pathology, Cytogenetics and Research laboratories advanced imaging and analysis tools.
We are looking for a motivated and talented
Customer Support Specialist
Key Responsibilities:
§ Installation, Maintenance & Troubleshooting
─ Perform on-site and remote installation, calibration, and maintenance of systems.
─ Set up and configure networks of systems at customer sites.
─ Diagnoses and troubleshoot hardware, software, network, and system issues.
─ Ensure timely resolution of technical problems to minimize downtime.
─ Provide ongoing customer support and follow up on reported issues.
─ Document support activities in the Service QMS system (Salesforce).
─ Frequent international travel is required
─ Flexible work hours to accommodate customer needs
§ Service Documentation & Process Improvement
─ Develop and maintain service instructions, troubleshooting guides, and knowledge base articles.
─ Collaborate with the engineering team to suggest and implement system improvements.
§ Training & Knowledge Sharing
─ Conduct training sessions for end users on system operation.
─ Train distributor technical engineers on installation, preventive maintenance, and troubleshooting.
─ Provide presales technical guidance to customers and business partners.
§ Field Support & Product Improvement
─ Support R&D by collecting data and coordinating field investigations.
─ Gather customer and partner feedback to enhance system robustness and develop new functionality.
Requirements:
§ Education & Experience
─
Bachelor's degree in biomedical engineering -
MUST
─ years of experience in technical support, field service, or system installation in the medical, biotech, or high-tech industry.
§ Technical Skills
─ Strong problem-solving skills in software, hardware, and network issues.
─ Knowledge System's hardware and software, including installation and maintenance
─ Good communications skills in English, both written and oral
─ Capability of working both individually and in a team
─ Willing to work unconventional hours
─ Experience with CRM – Advantage
─ Experience in Reading / Writing technical documentation
─ IT background- Advantage
─ Familiarity with microscopes and biological sample handling - Advantage.
─ Experience with Salesforce or other service management systems - Advantage
§ Soft Skills
─ Strong customer service orientation with the ability to build trust and maintain professional relationships.
─ Excellent communication skills in Hebrew and English (written and verbal) for customer interactions, documentation, and training.- Must
─ An analytical mindset for diagnosing complex technical issues.
─ Self-motivated and able to work independently, as well as part of a global team.
─ Ability to handle intensive working hours with a flexible schedule.
─ Comfortable with frequent international travel.
─ Spanish-speaking - Advantage
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