We are looking for a Desktop Support Technician to provide customer service and end user support for Q-Lab’s worldwide information network. Reporting to the Network Systems Manager, the successful candidate will troubleshoot, research, and resolve computer related problems.

You will be part of a team responsible for managing an international VPN data network with six locations around the world. We have approximately 225 internal users, 300 computers, and 40 servers.

Our mission is to make work-life productive for any Q-Lab employee who works with information technology. Your job would be to make a key impact towards that mission. We are looking for a high-energy and talented individual to drive our IT systems to the next level!

Key Responsibilities:

• Provides technical support for end user issues via telephone calls, emails, and face-to-face requests.
• Uses remote support tools to control end user PC’s (e.g. remote desktop, Bomgar).
• Ensures timely follow-up and attention of end user support cases.
• Documents, tracks, and monitors problems using the IT Helpdesk system.
• Engages end user base to determine opportunities for improvement and effectively communicates value items.
• Evaluates the end user experiences to find areas of inefficiency and opportunity. Tracks and organizes this information, and presents ideas to the Network Systems Manager.

Desired Experience and Skills:

·         2+ years’ experience supporting a Windows environment.

·         Knowledgeable with common software applications: Windows OS, Microsoft Office, Web Browsers (Internet Explorer, Firefox, Chrome), Anti-Virus.

·         Knowledgeable with mobile phones, preferably the iPhone.

·         Knowledgeable with peripheral devices (e.g. printers, label makers)

·         Positive attitude, energetic, tackles tasks with a sense of urgency. You should love what you do!

·         Strong customer-service orientation. Effective interpersonal and relationship-building skills.

·         Ability to present ideas in user-friendly language to both technical and non-technical end-users.

·         Has technical knowledge of PC and desktop hardware, preferably Dell.

Not sure you’ve got the skills? We think a high level of practical intelligence, strong drive, and intuitive understanding of how systems work can trump formal experience. If you think you have what it takes, send us your resume!

Q-Lab Corporation is a global leader in providing material durability testing products. Since 1956, we have designed and manufactured laboratory test products such as weathering testers, light stability testers and corrosion testers.  We also perform contract test services for weathering and corrosion testing, including both laboratory and natural exposure tests. We maintain a global presence with testing facilities located in the US and sales and distribution facilities located in England, Germany and China. Our world-class corporate headquarters and manufacturing facility are located in Westlake, Ohio.

We are looking for a second-in-command to support Q-Lab’s worldwide user-base and information network. At Q-Lab, a Systems Support Administrator works on server administration, support tickets, IT projects, and anything else that improves our users’ computing experience. Our mission is to make work-life productive for any Q-Lab employee who works with information technology. Your job would be to make a key impact towards that mission. We are looking for a high-energy and talented individual to drive our IT systems to the next level!

Due to the current economic climate, this role will predominately support end users. In the future, this role will involve much less end user support and a heavier focus on systems administration and networking.

Reporting to the Network Systems Manager, you will be part of a team responsible for managing an international VPN data network with six locations around the world. We have approximately 225 internal users, 300 computers, and 40 servers.

Key Responsibilities:

• Maintain and monitor Q-Lab’s server systems to keep availability high and performance consistent.
• Respond promptly to end user technical support requests. Resolve issues effectively and efficiently so that users can be as productive as possible.
• Solve complex workstation / server problems quickly and with expertise. Share knowledge and help other IT staff, accepting escalations as necessary.

·         Is flexible and can sometimes work outside of normal business hours / on weekends to accomplish tasks that would be highly disruptive to operations, and to respond to emergencies.

• Develop an in-depth understanding of Q-Lab systems to be the deputy for system/infrastructure administration and IT projects.
• Identify issue patterns, determine root cause, and implement fixes to improve overall reliability.
• Evaluate the end user experience to find areas of inefficiency and opportunity. Track and organize this information, and present ideas to the Network Systems Manager.
• Rarely (0-2x per year) travel to other Q-Lab offices.

Required Experience, Skills, and Qualities:

·         5+ years’ experience supporting end users in a Microsoft Windows / Microsoft Office environment.

·         3+ years’ experience as an administrator responsible for corporate Windows Server systems.

·         Working knowledge of Active Directory, Exchange, Microsoft SQL, Hyper-V, and IIS administration and troubleshooting.

·         Strong desire to provide high quality customer service to our users.

·         Positive attitude, energetic, tackles tasks with a sense of urgency. You should love what you do!

·         Strong problem solving process. Able to resolve new and difficult issues with systems. Draws on and applies ideas from past experience, internet knowledge sources, co-workers, and vendors.

·         Clear verbal and written communication skills. Present technical concepts in a way that’s understandable to non-technical users.

·         Flexible, can-do attitude. Willing to do whatever it takes to help the company win!

Not sure you’ve got the skills? We think a high level of practical intelligence, strong drive, and intuitive understanding of how systems work can trump formal experience. If you think you have what it takes, send us your resume!

Q-Lab Corporation is a global leader in providing material durability testing products. Since 1956, we have designed and manufactured laboratory test products such as weathering testers, light stability testers, and corrosion testers.  We perform contract test services for weathering and corrosion testing, including laboratory and natural exposure tests. We maintain a global presence with facilities in the US, England, Germany, and China. Our world-class corporate headquarters and manufacturing facility is located in Westlake, Ohio.

Reporting to the Arizona Office Manger, you will be responsible for all administrative functions in the facility.

DUTIES AND RESPONSIBILITIES

Filing

Create labels for test file folders

Pull folders for daily work schedules

Update Deposing Reports

Complete Final Verification process

Data Entry

Enter radiation to software systems and relevant reports

Update client information, as needed

Create test reports

Transcribe hand-written evaluations to reports, as needed

Office Support

Answer phones

Produce daily work schedules and distribute the daily radiation actions and test file folders

Reactivate all re-exposures in the software systems

Proofread reports and ensure they continue through work-flow processes

Upload reports

Scan and save relevant test documentation

Other duties as required or necessary

SKILLS AND EDUCATIONAL REQUIREMENTS

This position requires moderate knowledge of Office software, the ability to transcribe information, knowledge of all office work flow procedures and a thorough understanding of internal data entry procedures. Must be able to read and understand complex instructions.

INTER-RELATIONSHIPS

Must be able to work well with others including: laboratory personnel, and field technicians, with a high degree of cooperation. Position requires strong interaction with the test check-in technician, data entry clerk and registration clerk.

WORKING CONDITIONS

This position is indoors within the office environment. Much work involved with computers company protocols.

NEEDED ATTRIBUTES

Requires attention to detail, must be able to prioritize work flow to fit the needs of the laboratory and to manage work flow correctly.

Job Type: Full-time

About our Company

Q-Lab Test Services is based in Homestead, FL with testing laboratories in Florida, Germany, and China. We also have outdoor test sites in Florida, Arizona, and Ohio. We test products and materials in natural and simulated environments to determine weathering and corrosion resistance and durability. All of our sites and labs are accredited to ISO 17025.

Position Overview

This management position is responsible for all aspects of our Quality System at all Test Services sites.  You will be responsible for management and implementation of the ISO 17025 Quality System, ensuring continuous improvement.

Essential Job Duties & Responsibilities

• Manage, control and continuously improve the implementation of all aspects of the ISO 17025 international standard to maintain compliance to the standard while ensuring customer requirements are continuously met
• Provide overall direction, guidance, awareness training and interpretation on ISO 17025 quality standards to internal users to ensure the requirements are clearly understood and implemented
• Coordinate external customers and 3rd Party audits with key personnel to ensure audits are seamless, with minimal disruption to daily operations
• Assist in the development of internal calibration procedures and determine calibration uncertainties for these procedures
• Lead investigations of root causes and corrective actions for resolution to customer audit findings, complaints, internal audits findings and test non-conformances are answered in a timely manner
• Develop and provide appropriate quality related training programs to personnel whose work affects quality
• Manage and control documents, records, internal audits, calibration program, supplier approval, nonconforming events and corrective actions and risk evaluation in conformance to all applicable international standards
• Manage, maintain and implement the internal audit program to ensure audits are scheduled, performed and reported in a timely manner, including corrective action write-up, verifying effectiveness and closure
• Promote leadership and guidance in maintaining an open communication process throughout Test Services to benefit the customer and the company
• Document complaints and communicate with customers to determine their issues and provide updates on remediation
• Perform additional assigned duties as requested by the Managing Director and Director of Operations
• Maintain good working relationships with all personnel, departments, customers and suppliers

Education & Requirements

• Must have extensive knowledge, understanding and implementation of ISO 17025
• Must possess excellent communication skills, leadership skills, technical skills and basic human resource skills to manage interactions in a small to medium sized company.
• BS (or higher) in a related scientific field preferred
• 2+ years’ experience managing a department in a laboratory
• 5+ years’ experience with ISO 17025 requirements
• Formal qualifications as a Quality Manager, Internal Auditor or Quality Engineer (or equivalents) are preferred, but may be acquired on the job
• ISO 9001, ISO 17025 certified Internal Auditor and/or Lead Auditor are preferred, but may be acquired on the job

Optional

• Experience with plastics and/or coatings industry

Skills

• Proficient computer and Microsoft Office user with intermediate to advanced abilities
• Advanced skills with Excel and Word required
• Strong investigative skills, to determine root causes of non-conforming events
• Comprehension of technical/quality instructions, standards, customer specifications and correspondence
• Excellent communication abilities with customers, management and employees
• Requires extensive knowledge of quality systems and general understanding of testing, materials and business operations
• A considerable degree of tact and diplomacy is necessary to effectively interface with all levels of personnel within the company; requires original and independent thinking in new and often undefined areas
• Requires considerable reasoning abilities
• Ability to deal with technical problems individually or as a team in a professional manner
• Strong understanding of statistics and probabilities, especially as applied to testing and calibration methods

Travel Requirements

• You will be required to travel to all the accredited locations for internal or external audits as needed. International travel to Germany and China.

Is helping customers solve problems your passion? Are you looking for an opportunity where you can provide solutions and achieve results? We are seeking a confident, scientific-minded Technical Service Representative to act as the first point of contact for our customers. This role will respond to customer requests, determine the best test methods for their materials, produce proposals for the testing programs and finally explain the process to the customer. 

As a member of our Test Services team, you will consult with customers about their testing needs and respond to technical questions while delivering a high level of customer satisfaction. This is an excellent opportunity to join our company, to grow with us and share in our success.

What you will be doing:

·         Communicate with customers both verbally and in writing

·         Determine the best course of action for potential users of our service

·         Write proposals for natural and accelerated weathering tests

·         Follow up on proposals requested but not received

·         Customer education and test program setup

·         Host visits to the testing facility

·         Assist with other sales contacts as necessary

·         Enter miscellaneous events into client contact database

·         Other tasks as necessary or required

What we are looking for:

·         Scientific background or affinity is required
Minimum Associate’s degree in a science or technology field, or equivalent experience can be demonstrated

·         Previous experience in a Customer Service position is preferred

·         Must be able to explain technical concepts at a variety of levels (technical to non-technical)
Have a good working knowledge of MS Word and Excel

·         Capable of developing  fluency in relevant technical concepts

·         Skill in written and verbal communication is a must
Must be detailed and excellent at documentation

·         Fluency in written and spoken English required

·         Additional fluency in Mandarin Chinese or German preferred, but not required

·         Work with the Technical Services Coordinator to coordinate sales follow up efforts

·         Ability to interact with customers over the telephone or through written e-mails

·         Coordinate with lab managers to determine test and report information

Must Haves:

·         Confidence, not ego

·         Mission of Service to our clients and co-workers

·         A doer not a procrastinator- Get it done attitude

·         Burning desire to learn

·         Honesty

All the Extras:

·         A casual, fast-moving, and friendly work atmosphere

·         A big business footprint, but small business family culture

·         A proven track record of success

·         Stability

·         Retirement Savings (401K)

·         Vacation, Paid Time Off and Holidays

·         Comprehensive benefits: Health, Prescription and Voluntary Life Insurance

·         Company Paid LTD, STD and Life Insurance 

·         Excellent Compensation

For more than 50 years, Q-Lab Corporation has been a global provider of material durability testing products. Our products and services are used to test coatings, plastics, automotive, personal care, roofing, inks, textiles, pharmaceutical, packaging and sealants. Q-Lab is a growth-oriented and stable company who has earned a strong reputation for outstanding product design, innovation and uncompromising levels of quality and safety.