Technical Support Scientist Stemgent, Inc.
THIS JOB HAS EXPIRED The Technical Support Scientist is responsible for providing remote pre- and post-sales technical support of all Stemgent stem cell reagents and technologies to our global customer base as well as to internal personnel, receiving and investigating all product questions and complaints on a daily basis, and relaying customer feedback to the organization. The position involves active troubleshooting of customer technical experiments while providing outstanding technical support and customer service. This position is located in San Diego, CA.
Provide technical information and troubleshooting help directly with customers via telephone, e-mail, online, and on-site visits, if needed.
Provide customer support on technical scientific issues by utilizing all available resources, and escalate issues or problems when warranted.
Follow up with customers to ensure complete satisfaction.
Document all product questions and complaints. Assess & respond to situations where standard procedures have failed in isolating or resolving problems with hardware or software via telephone, email or on site, if needed. Times to resolution and/or dispatch will be measured for performance.
Participate in continuing education and training programs to ensure proficiency in product knowledge, technology and support techniques to remain at the cutting edge of scientific knowledge.
May present technical and product information at trade shows and in customer field visits.
Will exercise judgment within broadly defined department procedures and policies to evaluate individual situations and data, and select appropriate criteria and methods for solving complex customer issues.
Summarize trends and technology as technical tips, FAQ?s and troubleshooting guides. Recommend changes to knowledge databases, website, and other company-managed databases of technical information.
Lead the development of technical support policies, database, FAQs procedures and training programs. Contribute to the implementation of internal training programs and support.
May be asked to serve on cross-functional teams to provide expertise and to represent customer perspective and needs.
Provide data analysis and metrics as required by manager.
Other duties as assigned.
Knowledge and experience in a stem cell and/or reprogramming field.
Strong problem-solving skills.
Ability to reliably work independently as well as contribute fully to a team environment
Love of learning, teaching and problem-solving.
Communication is effectively maintained with customers and co-workers using the English language.
Strong interpersonal and communication skills essential for providing support and building customer relations.
Highly organized with ability to multitask required for effectively implementing multiple dynamics of the job.
B.S. in Biology and/or Chemistry or related field.
Masters or PhD preferred.
Minimum of 4 years hands-on laboratory experience in the stem cell and/or reprogramming field. Stem cell or cellular reprogramming experience is desired.
Proven ability to quickly learn large amounts of new, complex technical information required.
Demonstrated ability to effectively communicate, both orally and in writing, to customers and colleagues.
Ability to manage multiple priorities is required.
Computer literacy, including spreadsheet and word processing is required.
||790 Memorial Drive |
Cambridge, MA 02139
THIS JOB HAS EXPIRED