Be a part of a global team where what we do matters! At Epredia, we recognize that our talented employees are vital to our success. Our team is dedicated, our work is rewarding – both personally and professionally – because what we do matters.
We seek talented individuals who will contribute to and thrive in our collaborative, diverse, fast-paced environment while demonstrating a commitment to our core values, People, Customer, Results, Continuous Learning, and Innovation.
People – We win as a team.
Customer – We deliver customer-centric solutions.
Continuous Learning – We learn and always aim to be better.
Innovation – We innovate every day.
Results – Results matter for all of us.
We’re looking for a Technical Software & Support Representative to provide expert service and application support for our Histology and Labeling equipment. In this role, you’ll manage LIS applications, system workflows, and upgrades while acting as the bridge between our development teams and end users. You’ll troubleshoot and resolve technical, application, and software issues—primarily via phone and email—while documenting and tracking all cases in ServiceMax and/or Salesforce. Your work will ensure smooth system performance, identify and escalate systemic issues, and deliver the high-quality support our customers expect.
Location: Kalamazoo, MI - Hybrid Role
What you will be doing:
Receive and process customer phone calls and emails, providing technical assistance, troubleshooting support and follow up.
Respond to problems by listening, clarifying, understanding, and taking action.
Assist with calls regarding product discrepancies, document appropriately and follow-up where necessary.
Read and understand technical materials such as schematics and diagrams found within service documentation.
Properly document potential critical complaints to assist Quality team with complaint follow up.
Properly document escalated customer complaints to assist Service Managers with documentation of escalation.
Work with internal teams to update database and correct information discrepancies surrounding warranty’s, facility locations, general customer information.
Record daily calls and all appropriate information in Service Max system.
Provide technical support for Field Service and Sales teams, Customer Service, and other Epredia personnel regarding product complaints, inquiries, availability, and catalog numbers.
Troubleshoot, investigate, repair, and document customer complaints of inventory within the department for quick turnaround.
Skills you will need:
2+ year of customer service experience.
High school diploma or GED required, Bachelor's degree preferred.
Demonstrated technical product support including troubleshooting strongly preferred, must be customer facing, phone based, or other documented function.
Demonstrated computer skills required to include Windows environment. ERP computer experience strongly preferred.
Experience working IT, network, IP Address.
Comfortable using and explaining technology.
Proficiency in fast-paced multi-tasking with strong problem-solving skills.
Strong computer navigation skills and PC knowledge.
The hiring range for this position is: $49,500-$66,000, plus individuals may be eligible for an annual discretionary bonus. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. Epredia offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation and more.
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TO ALL RECRUITMENT AGENCIES: Epredia does not accept unsolicited third-party resumes.
Building an Inclusive Culture: We are a company that brings the best people together and leverages their varying backgrounds, ideas, and points of view to invent on behalf of all customers. We are committed to equal employment opportunity for all individuals, without regard to race, color, national origin, ancestry, sex, age, religion, physical or mental disability, medical condition, veteran status, marital status, pregnancy, sexual orientation, gender identity, genetic information or any other protected classes which may exist under applicable federal, state or local law.
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What We Do
Every second of every hour of every day, 44 of our products are employed in the battle against cancer. Customers put their trust in Epredia over a billion times every year. Epredia was established in July 2019 through an acquisition by PHC Group from Thermo Fisher Scientific. Powered by trusted brands such as Shandon, Microm, Menzel Gläser and Richard-Allan Scientific, Epredia has a wide breadth of solutions that have and will continue to transform the anatomical pathology market. Today, we’re a global precision cancer diagnostics company working to improve patient outcomes by providing groundbreaking technologies. Since our humble beginnings in 1937, every product developed has been impacted by generations of employees who are committed to improving lives by enabling pathologists through enhancing precision cancer diagnostics. Find out how you can improve lives while advancing your career at #Epredia by visiting epredia.com/careers. #WhatWeDoMatters
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