Internal Technical Support Scientist Seahorse Bioscience
THIS JOB HAS EXPIRED Job Description
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 strong expertise within a customer support role in life sciences, you will also have had some experience or exposure to sales. 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. Ph.D. qualification is preferred, but an equivalent combination of education and experience will be considered. Three years experience using and developing cell-based assays is required, preferably in a drug discovery environment.
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 be 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 also 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 Director of Customer Support.
||16 Esquire Road |
North Billerica, MA 01862
THIS JOB HAS EXPIRED