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Product Support Specialist II at Mirion Technologies in Irvine, California

Posted in Other 30+ days ago.

Job Description:


This position is a focal point for receiving, handling, resolving and recording customer inquiries. Customer inquiries include but are not limited to installation and configuration of the Sun Nuclear software/hardware products, troubleshooting performance issues, and general inquiries regarding Sun Nuclear products and processes.

Major Responsibilities/Functions:

  • Provide a focal point for the resolution of customer problems and assist customers in understanding the product manuals

  • Receive customer communications, record customer issues, research the reported problem, examine pertinent information to determine accuracy of customer reports and source of errors

  • Use all available Support Operations tools to document all the support activities, such as CRM (SalesForce), NCM, Visual Manufacturer, Knowdledge Database, Support website

  • Gather configuration information and files required to resolve physics related products

  • Follow up with each customer support case promptly until a reasonable solution is provided

  • Provide suggestions for process and product improvement to maintain customer satisfaction

  • Respond to the customer complaints with a working resolution within a reasonable time period

  • Participate in trouble shooting and validate product tests as required

  • Develop an overall working knowledge of the entire product line

  • Escalate the complex issues to higher tier of expertise in Support Operations

  • Attend professional conferences as needed

  • Other duties as assigned

Specialized Requirements:

  • Working knowledge of web based tools used for remote connectivity such as GoToAssist

  • Good oral and written communication skills with the ability to maintain positive disposition during customer interaction

  • Excellent telephone communication skills.

  • High level of professionalism and high tolerance of stress.

  • Solid working knowledge of Microsoft Office Suite.

  • Must be able to possess a team approach and maintain a positive attitude.

  • Excellent PC skills.

Academic Requirements:

  • BA/BS in a Science or Technology discipline

  • 2 years of work experience preferred


EducationBachelors (required)

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