The Customer Support Specialist will install, repair, and maintain proprietary equipment at customer sites as well as provides timely and quality scientific support to current and prospective customers, distributors and internal staff. Provide technical direction, training, and support to research and commercial customers. Customer support may be delivered via phone/conference calls, email, WebEx and possibly in person. This person also acts as a key interface between the customer support team and R&D, working in conjunction with customer support management, for project review and hand off prior to commercial launch.
RESPONSIBILITIES
FSE Responsibilities:
Provide technical service to customers through the installation, calibration, repair, training, and maintenance of systems via phone, email, internet and on-site support.
Serve as customer’s single-point-of-contact on technical and service related issues.
Develop a working and collaborative relationship with customers’ applications staff.
Interface with company Sales Representatives, Customer Service, Applications & Technology, Product Support and other departments to build and support professional and comprehensive customer relationship management.
Follow departmental protocol including, but not limited to, service call scheduling, parts ordering, Return Materials Authorization, service call logging and expense reporting.
Complete field change orders, customer complaint handling, and instrument configuration documentation for ISO compliance.
Repair, install and maintain mass spectrometers, dispensing equipment, liquid handlers, computers/databases, and application software.
Attend scientific meetings and seminars.
Promote and facilitate the sale of system service agreements.
FAS Responsibilities
Generates scientific interest in products by presenting customized demonstrations to potential and current customers in Assays lab.
Promotes consumable sales by building customer confidence in technology and products through successful genotyping and methylation services projects.
Provides initial, advanced, and continued scientific training on proprietary applications and instruments to external (via phone and Webex) and internal potential and existing customers.
Contributes to the scientific aspect of the sale of instrumentation, applications, and services including representing our client at trade shows and scientific conferences, as needed and agreed upon with leadership.
Solves instrument, application, and scientific problems for customers.
Puts our Customers’ needs first, owns solving our customer’s challenges.
Uses knowledge of technology solutions and the Clinical landscape to advise customers on how to best leverage our products for their success.
Contributes expertise and provides “voice of the customer” in synch with marketing counterparts, into continuous product improvement and new product development by discussing customer ideas and needs for new science and technology, performing proof of principle, and participating in R&D and marketing projects.
If needed, provides scientific input into the sales process through need identification, designing scientific assays, and performing feasibility studies.
If needed, provides Sales Support via in-house genotyping and methylation projects, product testing, pre-sale feasibility studies, and general laboratory work to external and internal potential and existing customers.
QUALIFICATIONS
Skills
Customer First, in every interaction.
Basic knowledge of IT and networking concepts, including Oracle Database.
Computer proficiency in MS Office applications, and able to perform Windows OS maintenance tasks from written instructions.
Knowledge and support capabilities for the entire platform and associated workflows.
Computer competency – MS Windows, Word, Excel, PowerPoint, databases.
In depth understanding of the Clinical market and the regulations around that market. Specifically, CLIA/CAP and FDA markets.
Basic understanding and competency with sales concepts and processes.
Excellent leadership qualities, interpersonal skills, a proactive approach and independent thinking to succeed in the department.
Applies in-depth specialty knowledge within subject area to complete assignments of diverse scope.
Contributes to the development of new plans, models, standards and techniques.
Widely uses and applies standard principles, theories, concepts and techniques in addition to a working knowledge of related disciplines.
Understands impact on budget.
Networks, shares knowledge, and keeps up-to-date with peers in the company. Problem Solving
Solves problems in complicated situations through the application and integration of analytical skills, creativity and judgment.
Provides imaginative, thorough and practical solutions to a wide range of difficult problems.
Problems are of moderate scope and complexity where analysis of situation or data requires review of identifiable factors.
Exercises judgment within defined procedures and practices to determine appropriate action.
Independence
Works under general direction; assignments are given and reviewed in terms of objectives.
Determines and develops approach to work.
Makes decisions guided by established policies, procedures.
Interactions
Adapts communication to accommodate audience diversity and may communicate internally at higher levels
Frequently interacts and builds effective relationships with subordinates, customers, and functional peer groups normally requiring the ability to gain cooperation of others.
Represents the company and works with the customer.
Produces polished, original correspondence and communication material for internal and external audiences.
Impact
Impacts business performance and operational efficiency through the delivery of results.
Leadership
Leads projects of limited scope; provides training and constructive input to team members.
Acts as coach to other team members.
Demonstrates courage and willingness to make sound decisions in a timely manner.
Places difficult issues on table in open and constructive manner.
Participates in developing and implementing solutions. Experience
Bachelor’s Degree or equivalent experience in physics, biotechnology, bioengineering, electronics, biochemistry, or related field.
5+ years of field service engineering, field applications, customer support, technical support or similar customer- facing experience for Engineer.
Experience in genomics and/or genotyping laboratory required.
Previous experience with sophisticated, complex and/or scientific laboratory equipment.
Previous experience in a scientific customer support role, in-house or in the field desirable.
Physical Demands & Environmental Conditions
Visits a variety of customers in a variety of locations and settings.
Ability to travel when required – approx. 50% - 75% field travel to conferences, customer sites and field trainings.
Must follow laboratory and electrical safety practices when working at customer sites.
Frequently required to push, pull and lift up to 50 lbs.
Regularly stands for 6-8 hours a day; frequently kneels, walks, and carries objects; occasionally sits; works on a computer for up to 3 hours a day.
Manual dexterity to work with hand tools and electro- mechanical components.
Must be able to read and understand technical engineering documentation.
Regular use of telephone.
The position will work in a team environment, interacting with all related cross functional groups throughout the organization, including executive management, manufacturing operations, research and development, business development and marketing, finance, legal, and external consultants where applicable.
Requires a valid Driver’s License, and ability to drive daily.
Frequent overnight travel by automobile and air.
Occasional international travel.