Technical Support Associate - 's-Hertogenbosch

We envision a Luminex solution in every lab around the world seeking to obtain timely and confident answers. We aim to lead with transformative solutions that uniquely accelerate reliable answers while reducing the overall cost of advancing health. 

Why Work at Luminex

Our employees know Luminex is a purpose-based organization where every day we work to enhance the health, safety and quality of life for all. We know working here means improving patient lives as well as enhancing our own. Embracing our vision is only one reason to work here, there are many more:

We Empower Our Employees

We strive to have a work environment that is an innovation engine in which people feel empowered to collaborate, think, act and solve problems in new and different ways. In 2014, we established Women@Luminex, a group of employees committed to the empowerment of women at work. In addition to a variety of activities, Women@Luminex has implemented a Mentorship program for our employees.

We Have Fun

After hard work there should be time to have some fun with each other, during our afternoon drinks, birthday celebrations or annual parties! Luminex employees know how to have fun! And we offer a free lunch every day!

We Make a Difference

Our employees participate in a number of volunteer activities. We even have an internal Community Involvement committee that helps us make determinations on the organizations and causes with which we align.

In this customer focused position you receive complaints and inquiries from customers, partners, and distributors for all Luminex supported products, mainly via phone and email. You are responsible for the documentation of all customer communications, triage complaints as required, and lead investigations for issue resolution. The Technical Support Associate will contribute to the maintenance of the Install Base, Knowledge Management database, and all administrative duties associated with Technical Support. The Technical Support Associate will perform laboratory duties when needed as part of troubleshooting efforts, coordinating with other departments (Business Managers, Field Service and Field Applications Support teams, R&D and Operations) for customer management and issue resolution. 

Due to the fact our office is located in 's-Hertogenbosch, our new colleague should live within 50km of the office.

• Demonstrate dedication to high quality customer service
• Ensure customer satisfaction by receiving assay, hardware, and software complaints and inquiries, resolving issues or triaging to the appropriate resource to achieve resolution
• Exercise independent judgment to manage customer complaints and inquiries of diverse scope and complexity
• Responsible for managing workload and scheduling to ensure goals and deadlines are met
• Document all customer calls, emails, and interactions in the call center database
• Perform laboratory experiments in support of product investigations or perform product testing as needed
• Contribute to the Knowledge Management database
• Update the customer Install Base as necessary
• Coordinate with other departments (Business Managers, Field Service and Field Applications Support teams, R&D and Operations) for customer management and issue resolution
• Contribute to CAN, TSB and FSA processes as required
• On-call responsibilities for 7x24x365 operations
• Ability to work non-standard hours; limited travel may be required
• Other related duties as assigned

Competencies:

• Customer Focus— dedication to the customer and earns their trust and respect
• Learning on the Fly—learns quickly/open to change
• Organizational Agility—knows how to go through the proper channels to get things done
• Peer Relationship—cooperative, team player, trusted and supported by peers
• Priority Setting—focuses on what is most important
• Problem Solving— identifies complex problems and reviews related information to develop and evaluate options and implement solutions
• Written Communications—effectively communicates in writing

Required Education/Training:

• Minimum Bachelor’s degree in Biology / Molecular Biology with a minimum of 2 years or more in a related Laboratory experience

Required Certifications/License/Special Skills:

• Fluent in English and preferable in Dutch as well.

Required Work Experience:

• Minimum of 3 years’ experience as a Technician/Scientist in a laboratory environment.
• Knowledge of Luminex technology and/or isntrument is a huge plus!