Job Description

COMPANY OVERVIEW

NanoCellect's mission is to facilitate breakthrough biomedical discoveries by making cell sorting and analysis technology more portable, affordable, safe, and easy-to-use. NanoCellect is committed to empowering every scientist to make discoveries one cell at a time, with modern and simple technologies to advance cell-based assays that are affordable, compact and easy-to-use. Our microfluidic flow cytometry platforms enable biomedical scientists to analyze and sort cells required for drug discovery, single cell-omics, cloning, and basic research. NanoCellect’s proprietary software is a key component of its products and is critical to the company’s success.

JOB SUMMARY

The Technical Support Specialist will work side-by-side with our Customer Support Director to ensure maximum value is delivered to our clients. The ideal candidate will be self-motivated, have a passion for technology, and a customer-focused mentality.

RESPONSIBILITIES AND DUTIES

• Provide outstanding customer support, technical expertise, and timely response to customers and field team members via phone and email.
• Perform analysis, assessment, and troubleshooting on NanoCellect's products technology.
• Document phone and email support transactions, identifying processes, and methodologies used to diagnose and resolve the customer’s issues within appropriate CRM tools.
• Achieve and maintain proficiency with the capabilities of the WOLF Cell Sorter system and software changes.
• Act as a contact for customers regarding technical and “how-to” issues, as well as provide remote training.
• Responsible for initiating and coordinating Return Goods Authorizations (RGAs) for serialized items and coordinating parts inspections.
• Assist with identifying the root cause of problems; manage and resolve issues in a constantly changing environment.
• Document system defects and work with internal departments to escalate or resolve.
• Report tracking and trending of field product performance metrics to enable continuous improvement.
• Participate in developing and implementing new product and technical support plans to ensure a successful launch and customer support.
• Update technical documents as needed, including Technical Bulletins, Troubleshooting Guides, etc.
• Update and develop training materials such as instrument manual, tutorial videos, and webinars.

QUALIFICATIONS AND SKILLS

• Minimum BA/BS in Life Science or related field is required
• Emphasis on attention to detail
• Strong verbal and written communications skills (bilingual a plus)
• Excellent organizational and problem-solving skills
• Ability to work independently and balance multiple priorities
• Bench experience in cellular assays and flow cytometry is a plus

BENEFITS AND PERKS

• Unlimited PTO
• Competitive Medical, Dental, and Vision coverage as well as Life Insurance and LTD
• 401K
• Professional development 
• Casual dress code, free snacks, free onsite gym access
• Cohesive team environment
• Great potential for growth

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, disability, age (40 or older), or genetic information (including family medical history). NanoCellect will provide reasonable accommodations to applicants and employees who need them for medical or religious reasons as required by law.

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