Quality Lab Technician

Job Description for Quality Lab technician- Customer technical Services

Reporting to: Quality Manager

As a Quality - lab technician -Customer Support Specialist, you will be the bridge between frontline support and service excellence. Your role is to provide technical assistance to customers while ensuring that every interaction meets high-quality standards, and order status. You’ll troubleshoot issues, guide users through solutions, and continuously monitor and improve support processes to elevate customer satisfaction.

 Key Responsibilities

Technical Support

• Respond to customer inquiries via phone, email, chat, or contact proactively for any quality failure or desviation the customer to maintain them informed about their production order status.
• Participate in the regular/scheduling meeting with key accounts and maintain them informed them about their production status.
• Diagnose and resolve problems in professional way.
• Guide customers through troubleshooting steps and provide clear, actionable solutions.
• Escalate complex issues to support teams /specialist when necessary.
• Maintain detailed records of support interactions and resolutions.

 Quality Assurance

• Lab technician perform product quality testing and reporting.
• Monitor support interactions for adherence to company standards and KPIs
• Provide feedback and coaching to support agents to enhance service delivery.
• Collaborate with QA and training teams to develop best practices and training materials.
• Analyze customer feedback and support metrics to identify trends and recommend improvements

Required Skills & Qualifications

• Strong technical aptitude with experience. 
• Metallurgical lab technician is a big plus.
• Excellent communication and interpersonal skills.
• Familiarity with CRM/SAP/Excell
• Ability to analyze data and generate actionable insights.
• Detail-oriented with a passion for delivering high-quality customer experiences.