Technical Software & Support Representative

Ascensia Diabetes Care•Kalamazoo, MI

1d•Hybrid

About The Position

Ascensia Diabetes Care is a global specialist diabetes care company, dedicated to helping people living with diabetes. Our mission is to empower people living with diabetes through innovative solutions that simplify and improve their lives. We use our innovation and specialist expertise in diabetes to develop high quality solutions and tools that make a positive, daily difference for people. At Ascensia, our values serve as the bedrock of our organization. They guide our decisions, actions, and interactions, shaping the culture we collectively foster. Our Values include: Resilient Growth Mindset Executional Excellence Courageous Leadership Inclusive Collaboration We believe that when we live our values authentically, both individually and as a team, we unlock our true potential and drive sustainable success. 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

Requirements

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.

Responsibilities

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.