As an industry leader for the past twenty years, GA International offers complete laboratory labeling and identification solutions to the bio-medical, bio-pharmaceutical, academic, government and commercial sectors. We are headquartered in Laval, QC with operations in the US, Netherlands, and UK.
We are seeking a Technical Solutions Specialist to join our team. This role is critical in providing product expertise, executing customized client requests, and ensuring seamless resolution of customer-reported issues. Working closely with an Account Manager, a Customer Experience Representative, and the broader Solutions Team, you will play a key role in bridging technical knowledge with outstanding customer support!
Responsibilities
- Act as the primary point of contact for customers on technical product and application-related inquiries, ensuring timely and effective issue resolution.
- Serve as a product and solutions expert, supporting Account Managers and Customer Experience Representatives where deeper expertise is required.
- Advise customers on product selection based on their specific laboratory applications.
- Provide and oversee the execution of customized solutions tailored to client needs.
- Investigate and analyze customer complaints; coordinate with cross-functional teams to conduct failure investigations and deliver resolutions.
- Troubleshoot customer inquiries and escalate when necessary.
- Continuously improve technical support procedures, tools, and best practices.
- Training will be provided.
Requirements
- Minimum of an M.Sc. in a biomedical field, with relevant laboratory experience.
- Previous experience in a customer-facing or service role is an asset.
- Strong technical knowledge of laboratory procedures, including working with cell lines, DNA, sample storage in liquid nitrogen, freezers, and other laboratory equipment.
- Excellent verbal and written communication skills in English to communicate with international clients.
- Strong organizational skills with the ability to multitask and maintain attention to detail in a fast-paced environment.
- Analytical mindset with strong problem-solving skills and the ability to identify and implement process improvements.
- Strong communication and interpersonal skills, with the ability to collaborate effectively across teams and build trusted customer relationships.
Work Location: Remote
