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.

voestalpine High Performance Metals LLC is one of the largest suppliers of tool steel and value added services in the US. You will be an essential part of a team responsible for industry leading lead times, on time delivery performance and the highest customer service.