Technical Services Specialist I

Job Description

BASIC SUMMARY: Responsible for technical support for Endosafe (including automated NEXUS system) and/or Celsis and their associated systems. Support customers on Endosafe® and/or Celsis™ instrument installation, qualifications and product validation. Provide on-site training, sample testing or troubleshooting for continued customer satisfaction of our clients. Manage activities to help meet revenue targets and goals for the business. ESSENTIAL DUTIES AND RESPONSIBILITIES: Understanding and application of one or more of the product lines under the Microbial portfolio (Endosafe® and/or Celsis™) Applies technical/scientific skills to develop existing accounts and compete for customers together with the Account Management team whether for products sales or services sales. Supports customer onboarding, provide customer training, qualify leads, perform test demonstrations and help close new business opportunities during customer start up and continued account management. Responsible for the initial training and validation/application development support for customers, ensuring full and continued utilization of Microbial Solutions products. Recommends or performs remedial actions to troubleshoot customer issues related to application, reagents and software for the assigned product line. Performs instrument qualification and installation for new customers Establishes regular interface and communication with the Account Management and Field Services team to relay shared goals and targets; develop co-strategies to achieve defined targets; and work cohesively as a team to provide excellence in service to clients Builds relationships with customers to influence the acceptance and use of Microbial portfolio Input, manage and monitor cases on Service Cloud or SFDC. Ensures activities of the Technical Services team are continuously compliant to ISO 9001, Company local & global SOPs and data integrity principles and requirements, where appropriate. General requirements Maintains confidentiality of all Client information according to internal SOPs, Quality Service Agreements, and regulatory requirements. Maintains appropriate records and documentation of activities to facilitate continuous compliance to ISO 9001, Company local & global SOPs and data integrity principles and requirements, where appropriate. Actively seeks improvement within area of responsibility and takes necessary action to implement such improvements. Must be willing to travel domestically and internationally to customers’ sites Adheres to Company Policies and Procedures, including Code of Ethics and to Health and Safety requirements. Performs all other related duties as assigned. Preferred candidate profile QUALIFICATIONS: Education: Minimally M.Sc. or equivalent in Biology, Botany, Microbiology, Life Sciences, Biotechnology or any other related scientific discipline. Experience: 0-5 years of relevant industry experience, preferably involving customer-facing responsibilities. Understanding of Biology/Microbiology in the Pharma setting is an advantage An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above. Other: Must possess excellent communication and presentation skills. Proficient in the use of Microsoft Office applications