Quality Assurance and Customer Service Representative

Company Overview

For the past 38 years, Integrated Instrument Services (I2S), Inc. has been providing on-site pipettes/laboratory equipment repair and calibrations to universities, biotech and pharmaceutical companies throughout the US.

Job Overview

We are seeking a qualified Quality Assurance Technician to initiate as well as maintain written service procedures, investigate customer complaints, provide corrective action plans, track equipment traceability, perform internal audits and evaluate the effectiveness of the corrective actions in order to meet customers and company service standards.

The Quality Assurance will be responsible phone screening for new service technician candidates and will be trained to provide training for our new service technicians.

Job Duties & Responsibilities:

• 25% Maintaining, initiating and validating service procedures and performing internal audits.
• 10% Addressing customer complaints, investigating root cause, and create and implement corrective action plan.
• 10% Maintaining equipment traceability.
• 5% Provide training to service technicians on the Quality Management System (QMS).
• 50% will be customer service related activities, such as:
• Answering the phone.
• Scheduling service appointments.
• Generating quotes, and invoices.
• General assistance with customer related requests, inquiries, etc.

Qualifications:

• Two years college diploma required.
• Advanced education preferred.
• Two years of experience in related position required. Adaptable to change and has ability to make independent decisions.
• Good Customer Service Skills – Use of clear, concise and effective oral communication; accurately composes written materials as required by the position.
• Ability to convey thoughts in a focused and concrete manner and Handle confidential information in a responsible manner.
• Strong analytical and problem solving skills, flexible to change and makes independent decisions. Handle multiple tasks and deadlines.
• Organizational Skills - Self-prioritize responsibilities, assign and organize work flow. Meet service level expectations.
• Computer Skills – Good Outlook, Excel, Word, and PowerPoint skills.
• Teamwork - Work with team to meet goals, professional interaction with employees and assist in enhancing employees knowledge of the QMS.
• Leadership skills – Lead in ideas and input for introducing and implementing workflow improvements. Provide support to employees through sharing their knowledge and experience.

Benefits:

• Health insurance
• Dental insurance
• Life insurance
• Vision insurance
• Paid time off

Equal Opportunity Employer

Qualified candidates will receive employment consideration without regards to race, color, religion, sex, national origin, or any other characteristic protected by law.

Pay:

Pay: $26.00 - $32.00 per hour

Experience:

• Quality Assurance: 2 years (Required)
• QA Audit: 2 years (Required)

Work Location:

In person