Company Description

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate.

Eurofins is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organisation services. Eurofins is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organisations. The Group also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.

In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to 55,000 staff across a decentralised and entrepreneurial network of 900 laboratories in over 50 countries. Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

Job Description

Employee Standards:

Support department objectives and company goalsBe a team playerSustain a positive, enthusiastic and professional attitude at all timesAccommodate requests with a smile and “can do” attitudeAdhere to manager directivesMaintain a professional appearance and demeanorArrive on time, properly dressed and prepared to workPerform all duties in a timely, accurate, honest and professional mannerCommunicate with customers professionally and in accordance with customer service standardsBe respectful of others

Tasks/Responsibilities:

Respond to requests for technical assistance in person, via phone, electronicallyDiagnose and resolve technical hardware and software issues and advise user on appropriate actionResearch questions using available information resourcesLog interactions and administer help desk softwareRedirect problems to correct resourceMaintain and document spare part inventoryIdentify and escalate situations requiring urgent attentionTrack and route problems and requests and document resolutionsInform management of recurring problemsStay current with system information, changes and updatesOther duties as deemed appropriate by management and for which management believes adequate experience exists, or for which knowledge can be easily obtained in order to perform such duties.

QualificationsMust be a US person, as described in Title 22 Chapter I Subchapter M Part 120 Subpart C § 120.62Associate’s degree or completion of coursework at a technical school or equivalent related experienceStrong customer service skillsWorking knowledge of fundamental operations of relevant software, hardware and other equipmentKnowledge of relevant call tracking applicationsRelated experience and training in troubleshooting and providing help desk supportExperience with software deployment toolsHands-on expertise with network printers and peripheral devices and mobile devicesAbility to assist users remotely using remote access tools

Reporting:

This position reports directly to the Sr. Director of Operations

Skills/Requirements:

Ability to maintain confidentiallyNeeds to be receptive to and accepting guidance from othersAbility to deal with difficult people and problemsAble to work well in a team environmentAble to work in a diverse group of peopleAttention to detailWilling to work overtime as necessaryAbility to multi-task and prioritize assignmentsPerform other duties as assignedTravel as needed

Physical Demands:

Able to sit for long periods of timeAble to lift up to 30 pounds

Additional Information

Schedule:

Monday-Friday 8:30am-5:00pm

What we offer:

Excellent full time benefits including comprehensive medical coverage, dental, and vision optionsLife and disability insurance401(k) with company matchPaid vacation and holidays

Eurofins USA Consumer Product Testing is a Disabled and Veteran Equal Employment Opportunity employer.