Senior Cell Assay Support Specialists

The Senior Cell Assay Support Specialists is primarily responsible for providing pre- and post- sale technical support, of cellular and biochemical assay products, to customers globally. The employee will work from an office in Fremont, California. The employee will independently assess the needs/issues of clients and determine the best course of action to support them, which can include remotely troubleshooting assays, providing technical information about products (cell assay and other reagents), assay protocol information and guidance, and providing technical documents.

The employee will also provide feedback to the business to help drive product improvements and be a key member of a committee that review product issues and drives the company’s product improvement program.  The employee will support the Product Management team by reviewing product documents in development or revision (e.g. user manuals and product datasheets) to ensure that the accurate information is available to customers.

The employee will also assist with development and maintenance of customer case management tools.  At times, the employee will also support other customer support team and sales team members and assist with training of other technical support personnel.

Senior Cell Assay Support Specialists Duties Include but are not Limited to the Following:

• Serves as primary contact for pre- and post-sale technical support through email, phone and telelconference calls.
• Provides support for all Eurofins DiscoverX Products to global customers and sales staff.
• Troubleshoot customer issues, which can include coordinating and tracking preliminary investigations of product performance with the reagent manufacturing and/or R&D teams.
• Participate in web conference calls with customers for both pre- and post- sale support.
• Coordinates with customer service team to issue product replacements to customers when necessary.
• Contribute technical support team’s knowledge database. Follows procedures to ensure adequate inquiry and complaint handling; documents inquiries and complaint resolutions in the Customer Relationship Management (CRM) case management system.
• Assist with the development and maintenance management of the technical support team’s case management system.
• Proactively report/record product problems/issues into the company’s product improvement tracking system.  Collaborate with the Quality Assurance (QA) team as a member of the committee manages this product improvement program.
• Assists the Technical Support Manager with quarterly reporting of the team’s activities the Eurofins DiscoverX Products management and to the Product Management, Market Development, QA, regent manufacturing and Operations teams.
• Escalates critical complaints to Product Managers, Operations, and Quality Assurance as necessary.
• Assists the Products commercial team with the development or revisions of product documentation (e.g. user manuals and product datasheets).
• Assists the manager with reviews and approvals of change orders required of the technical support team.
• Assists Technical Support Manager with establishment, and continuous improvement of Technical Support SOPs; assist with the development of technical support team’s procedures.
• May occasionally be asked to travel to assist the marketing team at trade shows (i.e. represent the company at exhibit booths; presenting scientific posters)
• Supports other technical support personnel, including junior support representatives and regional representatives and field application scientists.
• Assists with training of other technical support representatives.
• Some lab work for training will be required
• Demonstrates and promotes the company vision
• Regular attendance and punctuality
• Conducts all activities in a safe and efficient manner
• Performs other duties as assigned
• Owns the accountability and responsibility of delivering to client needs and timeliness
• Provides cross-functional support to other departments as required
• Adjusts work hours as needed to meet client deadlines
• Adheres to site employee health and safety (EHS) requirements
• Some travel to other business units, primarily for training purposes, may be require