Job description
This client is an industry leader, providing innovative life science solutions.
The candidate
will be an important part of our team providing scientific support via phone, chat, and email. You will help external and internal customers successfully use company products in their research by helping them choose which chemistry will best suit their research needs, guiding users through troubleshooting, and teaching new applications. You will receive experience and training on many technologies and areas of molecular biology enabling you to support internal and external scientists. This training combined with your lab experience and understanding of complex assay design will enable you to discuss product related questions with customers from industry and academia.
YOUR EXPERIENCE: Looking for someone who is passionate about helping others succeed and enjoys scientific discussions. We are looking for someone with a B.S./M.S./PhD degree in molecular biology, cell biology, protein biochemistry or related area with a minimum of 3 years lab experience and proven knowledge and understanding of core applications of molecular biology, cell biology, protein biochemistry and/or immunology. We are looking for excellent communication and listening skills, both verbal and written and the ability to discuss fundamentals, principles and technical theory of experimental design, techniques, and results in a clear and concise manner. You can work independently and enjoy a collaborative team environment.
CORE DUTIES:
1. Learn and provide technical support on products and related applications associated with this group via telephone, computer (e-mail and Internet) to domestic, international and internal customers (6 hours/day).
2. Learn to track, record and document relevant information from technical inquiries on the contact management systems as defined by corporate and department guidelines.
3. Learn to and perform follow-up on customer calls as required.
4. Learn to act as a liaison with international distributors and branch offices via telephone, electronic mail and Internet.
5. Learn to act as a liaison between the customer and various departments at company including other Technical Support Services departments, Marketing, Production, R&D and Quality Assurance to refine existing products and pursue suggestions for new products and procedures.
6. Receive training and provide technical support on new products and related applications as new products are launched.
7. Learn to interview potential job candidates for Technical Service and related positions.
8. Learn to manage time to accomplish assigned project work not completed during phone time (project work includes essential duties #2-#7 above as well as items under occasional duties including, but not limited to customer follow-up calls, editing/proofing technical literature, develop understanding of company products, resources and processes, etc.) (2 hours/day).
9. Develop customer service and information management skills.
10. Demonstrates inclusion through their own words and actions and is accountable for a safe workspace. Acts with kindness, curiosity and respect for others.
11. Embracing and being open to incorporating the company’s core principles in daily work.
12. Will understand and comply with all elements of the Quality System outlined for the position.
OCCASIONAL DUTIES:
1. Learn to proof and edit technical and marketing support literature
2. Learn to assist with the development and presentation of and observe technical training, lectures and seminar programs to staff, Distributors, International Branch staff, customers and other Technical Service Scientists.
3. Attend and participate in courses appropriate for increasing job and career related skills (i.e., customer service, presentation skills, training, project management, product/applications related, etc.).
KEY QUALIFICATIONS:
1. B.S./M.S./PhD degree in molecular biology, cell biology, protein biochemistry or related area.
2. Minimum 3 years lab experience and proven knowledge and understanding of core applications of molecular biology, cell biology, protein biochemistry and/or immunology.
3. Ability to discuss fundamentals, principles and technical theory of experimental design, techniques and results in a clear and concise manner.
4. Excellent communication and listening skills, both verbal and written.
5. Customer service skills with a dedication to customer support.
6. Technical competency with the ability to stay current in technical knowledge to troubleshoot technical questions from customers and provide information back to the customer in a helpful, courteous, positive and professional manner.
7. Ability to work independently with moderate supervision as well as proven team participation skills.
PREFERRED QUALIFICATIONS:
1. Oral and written fluency in more than one language.
2. Computer experience desirable, including PC network, Windows, Word, Excel, Internet and others.
3. Ability to learn to discuss and troubleshoot all applications related to the company’s product line.
4. Previous skills in oral presentations, teaching, training and technical writing/editing.
5. Resource awareness -know where to go to find answers.
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