Customer Support Specialist

Applied Spectral Imaging (ASI) is a global leader in biomedical imaging with a comprehensive product portfolio for Karyotyping, H&E, IHC and FISH analysis; providing Pathology, Cytogenetics and Research laboratories advanced imaging and analysis tools.

We are looking for a motivated and talented   

Customer Support Specialist

Key Responsibilities:

•  Installation, Maintenance & Troubleshooting

─        Perform on-site and remote installation, calibration, and maintenance of systems.

─        Set up and configure networks of systems at customer sites.

─        Diagnoses and troubleshoot hardware, software, network, and system issues.

─        Ensure timely resolution of technical problems to minimize downtime.

─        Provide ongoing customer support and follow up on reported issues.

─        Document support activities in the Service QMS system (Salesforce).

─        Frequent international travel is required

─        Flexible work hours to accommodate customer needs

•  Service Documentation & Process Improvement

─        Develop and maintain service instructions, troubleshooting guides, and knowledge base articles.

─        Collaborate with the engineering team to suggest and implement system improvements.

• Training & Knowledge Sharing

─        Conduct training sessions for end users on system operation.

─        Train distributor technical engineers on installation, preventive maintenance, and troubleshooting.

─        Provide presales technical guidance to customers and business partners.

• Field Support & Product Improvement

─        Support R&D by collecting data and coordinating field investigations.

─        Gather customer and partner feedback to enhance system robustness and develop new functionality.

Requirements:

• Education & Experience

─        Bachelor’s degree in biomedical engineering / computer science / software engineering

─        2+ years of experience in technical support, field service, or system installation in the medical, biotech, or high-tech industry.

• Technical Skills

─        Strong problem-solving skills in software, hardware, and network issues.

─        Knowledge System's hardware and software, including installation and maintenance

─        Good communications skills in English, both written and oral

─        Capability of working both individually and in a team

─        Willing to work unconventional hours

─        Experience with CRM – Advantage

─        Experience in Reading / Writing technical documentation

─        IT background- Advantage

─        Familiarity with microscopes and biological sample handling - Advantage.

─        Experience with Salesforce or other service management systems - Advantage

• Soft Skills

─        Strong customer service orientation with the ability to build trust and maintain professional relationships.

─        Excellent communication skills in Hebrew and English (written and verbal) for customer interactions, documentation, and training- Must

─        An analytical mindset for diagnosing complex technical issues.

─        Self-motivated and able to work independently, as well as part of a global team.

─        Ability to handle intensive working hours with a flexible schedule.

─        Comfortable with frequent international travel.

─        Spanish-speaking - Advantage