In this role, you will be responsible for delivering advanced technical support for client products, serving as a key scientific liaison to both internal and external customers. This role represents the technical expertise and customer-focused service that distinguishes client in the industry.

What can I expect in this role?
In this position, you will work Monday-Friday approximately 8-4:30

Some key duties in this role include:
  • Work as part of a team that deliver exceptional technical support and a world-class customer experience to both internal and external stakeholders.
  • Address customer technical inquiries, and investigate complaints related to product quality, perform root cause analysis and resolution tracking.
  • Plan and perform laboratory testing related to product investigations and special projects using basic molecular biology & microbiology techniques including: PCR, gel electrophoresis, nucleic acid quantitation, bacterial enumeration and culturing techniques.
  • Engage in effective problem resolution and good documentation practice, and ensure timely and accurate responses are provided to stakeholders.
  • Collaborate with Quality Systems to assess complaint trends, initiate CAPAs, and determine the need for product recalls.
  • Assist with creating, editing, and updating of technical literature, including SOPs, product inserts, and customer-facing documents.
  • Deliver technical training and product presentations – both virtually and on-site - to internal staff, external customers, distribution partners and company affiliates.
  • Support Marketing and Sales with product knowledge, technical guidance, and the creation of educational materials.
  • Maintain up-to-date knowledge of relevant industry standards (e.g., CLSI, USP, AOAC, ISO) and Client’ procedures and product offerings.
  • Serve as a liaison between customers, distributors, and cross-functional teams.
  • Assist with preparing reports on complaint trends and managing reporting responsibilities.
  • Recommend products based on customer needs and research interests and utilize customer interactions as opportunities to drive business growth.
  • Perform other duties within the Technical Support department or other areas as assigned.
Here is what we are looking for:
  • Four-year biology or related degree (eg. microbiology, virology, cell biology, molecular biology, food science, biotechnology, bioengineering) required.
  • 1 to 2 years previous related experience and/or training preferred.
  • 2 years practical microbiology laboratory experience required.
  • Customer service experience preferred.
  • The ability to pass a background check and drug screening

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