Internal Tech Support Specialist Seahorse Bioscience
THIS JOB HAS EXPIRED The company serving the life sciences industry since 2001, Seahorse Bioscience provides industry-leading analytical instruments, cell based assay kits, and consumables products for biological research and drug discovery. Our customers include scientists at academic institutions, pharmaceutical and biotech organizations, as well as OEM manufacturers of assay kits and lab instruments suppliers. Headquartered 30 miles north of Boston, in Billerica, Massachusetts, Seahorse Bioscience maintains its manufacturing facilities in Chicopee, Massachusetts, European headquarters in Copenhagen, Denmark, and Asia headquarters in Shanghai, China.
Do you enjoy helping people solve problems?
Do you want to work across all research disciplines, in a fast-growing life science instrument company?
In this role you will provide troubleshooting and remote applications support to our customers.
You will be a valuable knowledge resource as the hub between field personnel, internal R&D, sales representatives, engineering, and marketing staff.
As a member of our global customer support team, you will build upon our Seahorse reputation supporting our XF family of products, and other planned products for pharmaceutical, biotechnology, and academic customers.
You will develop relationships with customers, field applications scientists, and field service engineers, as you support our growing suite of cell-based assay applications, kits, and instruments.
Possessing a strong commitment to customer success and technical acumen in the life sciences, you may also have had some experience or exposure to sales.
You will quickly gain a high level of technical competency and be able to troubleshoot technical questions from customers and provide information back to the customer in a helpful, courteous, positive and professional manner.
You are familiar with the drug discovery process, as well as drug screening technologies, and especially the low to medium throughput secondary screening technologies used in drug discovery today.
You will have a B.S., M.S., or Ph.D. in the life sciences.
Three years? experience using and developing cell-based assays is strongly preferred.
Strong communication, organization and teamwork skills are required.
Your primary role will be to support customers, field applications scientists, and field service engineers as they use and support our XF technologies within various drug discovery and research programs. This will require knowledge of both our XF technology and the associated biology, as well as knowledge regarding cell-based assays and instrumentation. This role is the first line of defense receiving calls and emails from customers and Seahorse field staff. You will enjoy constantly learning about support demands and requirements, while working with internal staff to answer questions, and creating and deploying solutions. Our customers often have highly technical or scientifically demanding questions; therefore this role requires an individual who can embrace a range of responsibilities that would encompass advanced call center techniques. Your goals will include the reduction in the volume of call center and e-mail traffic directed to our field applications scientists or field engineers, reducing the need for unnecessary site visits, as well as helping to prioritize site visits, mitigating emergency situations, and reporting on call, email, and case data.
This position will also involve responsibilities in regards to our solutions database, collecting and reporting on customer feedback, contributing to FAQs, and customer support case entry and management. You will also work with our marketing department to understand and support our corporate messaging. You will have the opportunity to learn about service, training, and product sale opportunities, and this role will help to manage those opportunities via lead generation, and execute first level response to sales opportunities. As part of a multidisciplinary, international team of scientists and engineers, you are an important connection between R&D, sales, support staff and our customers.
This position reports to the Applications Support Manager.
Location: The position is based in our Billerica, MA headquarters.
Travel: Limited travel may be required for training or attendance at meetings. Periodic travel may be required to keep in touch with customer experiences in the field. Travel is estimated at approximately 10%.
||Billerica, MA |
THIS JOB HAS EXPIRED