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Account Manager

NSL Analytical Services Inc. is an independent, commercial materials testing laboratory. Our services comprise a broad spectrum of analytical testing for quality control, failure analysis, product performance, and material selection and characterization. We are currently searching for the most talented individuals to join our staff. We are always looking for team players with good problem-solving skills, strong attention to detail, and the ability to organize and multitask to meet production deadlines. Ideal candidates will be flexible, team oriented, willing to learn multiple facets of our business, and seek to increase their scientific knowledge.

Job Title:

Account Manager

Department: Customer Support

Reports To:

Technical Customer Support Manager

FLSA: Non-Exempt

Date:

February 2021

Full-time Position


Job Summary:

Responsible for assuring an exceptional customer experience.

As the primary day-to-day contact for customers, the Account Manager is a critical team member and helps set the tone for the organization.  NSL’s Customer Support Team is the first point of contact for clients and prospects and helps manage the beginning, middle, and end for all testing services. As a member of this team, an account manager handles the flow of inquiries and samples through NSL’s business processes.  They ensure that communication between the laboratory and customers are completed accurately and delivered with high quality and in a timely manner. 

The Account Manager also follows established procedures for quoting new scientific testing work.  Additional tasks include entering and referring client concerns to proper departments for resolution, communicating with Sales Management regarding opportunities, assisting with competitive and market analysis, and supporting Outside Sales Representatives.  The Account Manager may engage in customer sales visits as needed.

 

Essential Functions*:

1.     Customer Relationship Management:

  • Responds to customer issues and answers questions, addresses concerns and supports the overall needs of clients.
  • Work closely with laboratory leadership and scientists to ensure that specific customer testing needs are well understood, processed and completed on-time.

2.     Quoting / Pricing:

  • Creates quotes from all client sources including web/email, customer requests (email/phone) and Sales Department.

3.     Final Reports

  • Reviews final reports to ensure accuracy in reporting requested testing and testing requirements, then distributes completed reports to customer electronically.

4.     Maintains departmental and customer records:

  • Records all information and correspondence regarding samples and requests for testing into appropriate databases. (NetSuite, LIMS, Quality)

Qualifications (Knowledge, Skills, Abilities, Education, Experience):

  • Minimum 2 years’ experience in an analytical laboratory preferred
  • Bachelor’s degree in a science related field preferred.
  • Experience in technical support preferred
  • Exceptional communication skills.
  • Ability to learn network software programs such as LIMS, NetSuite

Key Success Factors:

  • Ability to work independently, as well as be a member of a cohesive team.
  • A curious, scientific mind, with a willingness to learn and contribute to a growing company.

* The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties and responsibilities required of job incumbents. Consequently, job incumbents may be asked to perform other duties or work overtime as required.

This position is subject to the International Traffic in Arms Regulations (ITAR) which requires U.S. person status. ITAR defines U.S. person as an U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee. Visa sponsorship is not available for this position.

Please submit your resume to emccafferty@nslanalytical.com.