Pleasanton Categories:
Technical Support Specialist Microchip Biotechnologies
Date Required: ImmediatelyPosition is Full Time
Education Required:
Bachelor?s degree (BS/BA) in Life Sciences, Engineering or equivalent experience
Experience Required:
? Requires at least 2 years of successful Technical Support experience with analytical instrumentation
? Requires at least 3 years of experience supporting instruments to include expertise in basic techniques related to assigned specialty
? Experience in presenting technical materials in written and verbal form
? Previous experience with customer interface is preferred and previous operation of biotech instrumentation is highly desirable
Primary Role:
? The Technical Support Specialist is responsible for ensuring a high rate of customer satisfaction by resolving basic customer issues and providing directions and assistance to customers from remote locations. Provide pre-sales and post-sales support for an assigned range of products within a particular specialty. Provide advanced technical applications support for lntegenX products. Be an expert contact for in house personnel to investigate customer issues. Provide assistance for the identification, escalation and resolution of customer and instrument issues. Provide in-depth training and technical assistance to customers for lntegenX products. Gather customer information about technical trends and requirements to support business development strategies for current and future products. Will attend customer meetings and conferences to further technical expertise for assigned applications and to provide whole system solutions. Will assist in the development of documentation and training as needed. Assist in the development of protocols as determined by Business Development and Marketing requirements.
Job Responsibilities:
Primary Responsibilities:
? Perform technical support for customers on installation, repair and scheduled maintenance of lntegenX products
? Provide training and expert advice to customers and other field employees on lntegenX products
? Troubleshoot and resolve service, support and applications issues by identifying, analyzing, and solving complex hardware, applications and software problems
? Will work cross-functionally to address and escalate customer support issues to advocate for resolutions
? Provide timely on-site or remote technical support to other field personnel
? Interact regularly with in house experts to increase understanding of and support for various customer applications
Secondary Responsibilities:
? Perform all administrative duties including call handling procedures, failure tracking processes and activity tracking for all underlying science and technology
? Assist in the development of instrument and applications documentation including but not limited to manuals, procedures and bulletins
? Maintain and enhance knowledge of company products, related applications and the underlying science and technology
? Attend technical training and scientific meetings to gather information on new trends, products and discoveries affecting lntegenX
? Discuss protocols requested by customers though the modification of software hardware and reagents resulting in new applications when appropriate
Skills Required:
? Proficient technical skills with significant scientific background needed to install and repair analytical instruments for Chemistry, Biochemistry or Molecular Biology labs
? Well-developed problem solving and troubleshooting skills
? Effective written and verbal communication skills to clearly articulate technical and product information to both internal and external customers
? Masterful people handling skills
? Ability to operate and maintain common laboratory equipment such as centrifuges, bioanalyzers, electrophoresis apparatus, and micro-pipetting systems
? Excellent organizational skills to manage multiple priorities, make appointments and coordinate efforts with Sales, Service and Support personnel as well as other lntegenX groups as needed
? Adept analytical skills to assess and prioritize account service needs
Knowledge Required:
? Comprehensive understanding of customer business, goals, strategies, and needs
? Next generation sequencing science, technology and applications preferred
? DNA Forensic science, technology and applications preferred
? Validation and verification process knowledge preferred
? Automated laboratory instrumentation
? General understanding of computers and software
Required Interactions:
? Customers
? Sales Teams
? Business Development
? Marketing
? Product Management
? Research and Development
? Technical Writers
Additional Job Abilities:
? Ability to instill customer satisfaction that is apparent and of value to the customer
? Ability to communicate and present oneself in a respectful and professional manner
? Ability to teach and present in one-on-one or group situations
? Perform independently and as part of a team
| Location: | Pleasanton, CA United States |
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Microchip Biotechnologies
Investors: Domain Associates, In-Q-TelAll Jobs: at Microchip Biotechnologies
| Web Site: | www.microchipbiotech.com |
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| Headquarters: | 6693 Sierra Lane Suite F Dublin, CA 94568 United States |
| Industry: | Biotechnology |
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