Technical Support Specialist
Newark, CA

Job Description

Job Details

Job Location: Newark - Newark, CA

Position Type: Full Time

Education Level: Graduate 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:

Advanced Cell Diagnostics, Inc. (ACD) is a leader in the field of molecular pathology and tissue-based diagnostics. Our core RNAscope® technology is the world's first multiplex fluorescent and chromogenic in-situ hybridization platform capable of detecting and quantifying RNA biomarkers in situ at single molecule sensitivity. RNAscope® is an ideal platform for developing the next generation of tissue-based companion diagnostics. We are committed to continued innovation to bridge the gap between basic research and clinical medicine to fulfill the promise of personalized medicine.

Advanced Cell Diagnostics has an exciting opportunity for a Technical Support Specialist. The Technical Support Specialist role is to serve as the primary customer contact on application and assay-related issues. Responsible for providing guidance and support to customers in the usage of the products while maintaining customer satisfaction.

Key Responsibilities:

* Provide application assistance, product training and system troubleshooting for Advanced Cell Diagnostics scientific product lines via phone, email and on-site visits
* Act as primary contact for customers regarding technical issues, as well as provide scientific consultation 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 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, 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 ACD's product lines

Qualifications

Education and Experience:

* PhD with 0+ years or MS with 5+ years of lab experience focused on molecular biology and/or biochemistry as a key component. PhD preferred.
* Minimum of 5 years 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
* Experience with assay development, particularly tissue and cell-based assays

Preferred Qualifications:

* Preference for experience in pathology, histology and tissue analysis, including preparation of tissues and reagents for ISH, IHC and imaging
* Technical customer support (using defect tracking systems) or applications 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 ~25% of time

Education and Experience:

* PhD with 0+ years or MS with 5+ years of lab experience focused on molecular biology and/or biochemistry as a key component. PhD preferred.
* Minimum of 5 years 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
* Experience with assay development, particularly tissue and cell-based assays

Preferred Qualifications:

* Preference for experience in pathology, histology and tissue analysis, including preparation of tissues and reagents for ISH, IHC and imaging
* Technical customer support (using defect tracking systems) or applications 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 ~25% of time