Technical Support Specialist
Newark, CA

Job Description

Job Details

Job Location: Newark - Newark, CA

Position Type: Full Time

Education Level: 4 Year Degree

Salary Range: Undisclosed

Travel Percentage: Up to 25%

Job Shift: Day

Description

By joining the Bio-Techne team you will have an impact on future cutting-edge research. Bio-Techne, and all of its brands, provides tools for researchers in Life Sciences and Clinical Diagnostics.

Position Summary:

Serves as the primary customer contact on application and support related issues. Responsible for providing technical support and guidance to customers on the operation and maintenance of Advanced Cell Diagnostics product lines. This position will be based in Newark, California.

Key Responsibilities:

* Provide application assistance, product training and system troubleshooting for Advanced Cell Diagnostics scientific product lines (RNAscope® and BaseScope™ via phone, email and on-site visits.
* Act as primary contact for customers regarding technical issues, as well as provide scientific consultation regarding use of the Advanced Cell Diagnostics scientific product lines for research use only
* Ensure customer service excellence and guaranteed response times by actively monitoring support emails, phone calls and ensuring all issues are resolved in a timely and comprehensive manner.
* Log, track and identify frequently occurring, high impact support issues and communicate through appropriate channels for resolution using the Salesforce CRM (Customer Relationship Management) database
* Act as liaison role with Sales, Marketing and R&D groups to provide feedback on product performance
* Perform in-situ hybridization staining assays for escalated troubleshooting cases, customer service projects and product demonstrations for potential clients
* Contribute to the ongoing development of the technical support team's knowledge database
* Participate in technical training of new hires regarding Advanced Cell Diagnostics scientific product lines

Qualifications

Education and Experience:

* PhD with 0+ or MS with 5+ years of lab experience focused on molecular biology and biochemistry as a key component. PhD preferred.
* Minimum of 5 years of laboratory experience with experimental design, cell, and molecular techniques.
* Must be very adept at diagnosing, troubleshooting, and solving complex technical problems with a variety of biological assays.

Preferred Qualifications:

* Preference for experience in pathology, histology and tissue analysis, including preparation of tissues and reagents for IHC, ISH, Imaging.
* Technical customer support (using defect tracking systems) or application development experience.
* Highly self-directed, conscientious, articulate, and possesses excellent presentation and teaching skills.
* Committed to total customer satisfaction with outstanding interpersonal skills and professionalism.
* A team player.
* Leadership skills.
* Ability to travel ~30% of time.

Education and Experience:

* PhD with 0+ or MS with 5+ years of lab experience focused on molecular biology and biochemistry as a key component. PhD preferred.
* Minimum of 5 years of laboratory experience with experimental design, cell, and molecular techniques.
* Must be very adept at diagnosing, troubleshooting, and solving complex technical problems with a variety of biological assays.

Preferred Qualifications:

* Preference for experience in pathology, histology and tissue analysis, including preparation of tissues and reagents for IHC, ISH, Imaging.
* Technical customer support (using defect tracking systems) or application development experience.
* Highly self-directed, conscientious, articulate, and possesses excellent presentation and teaching skills.
* Committed to total customer satisfaction with outstanding interpersonal skills and professionalism.
* A team player.
* Leadership skills.
* Ability to travel ~30% of time.