Senior/Principal Technical Support Scientist

Location
San Francisco Bay Area
Posted
Aug 04, 2021
Required Education
Bachelors Degree
Position Type
Full time

This is an opportunity to join a rapidly growing company and to have a large impact as a product expert supporting a technology that will have a far-reaching impact across biological sciences.

The Role

Principal/Senior Scientist is responsible for effective and timely resolution of customer cases, including complaint investigations, case documentation, trending analysis and preparing reports, ensuring regulatory compliance and customer satisfaction. Will be responsible for providing technical and troubleshooting support to customers remotely by phone, email, and other remote support tools. Understands customers’ problems and recommends solutions to meet their needs. The ideal candidate has strong technical knowledge, expertise of primer based molecular workflows and automation system functionality, enjoys troubleshooting, has a problem-solving mindset and prior complaint handling experience.

Responsibilities:
Applications Support and Customer Engagement

  • Responsible for the timely case management of individual cases (Inquiries & Complaints) according to ISO Quality system requirements including creation, acceptance, classification, investigation, complete documentation, and resolution of cases.
  • Triage, monitor and follow up on customer communications using a customer relationship management database system.
  • Interface with internal teams when necessary, to escalate and resolve more complex cases.
  • Ensures, by collaboration and interfacing with stakeholders and global functions, that appropriate technical input and recommendations are communicated to Country Organizations ensuring that the customer is provided with a resolution or workaround in a timely manner.
  • Assist in the development of technical support tools and publications.
  • Accountable for providing information from cases to update product documentation.
  • Accountable for timely communication of quality related product information to cross functional key stakeholders, including Country Organizations.
  • Accountable for regular peer review of escalated cases and providing feedback and guidance to other case owners on expected documentation practices.
  • Oversees complaint databases to identify and report recurring issues to quality management and product development.
  • Performs case-related trending to understand the scope of an issue.
  • Performs regular reviews of case handling and documentation quality, analyzes feedback on customer satisfaction to permanently optimize processes to increase quality and efficiency standards with a focus on customer, compliance, and continuous improvement.

Technical Product Support

  • Writes and updates product user documentation.
  • Collaborate with internal experts by obtaining assistance on challenging cases and sharing product support information.
  • Support the delivery of fully integrated solutions, which may include peripherals, communications, operating systems and applications software.
  • Determine if customer complaint is best resolved via dispatch of field service and facilitate the handoff of issues to the field service team.
  • Provide advice to field service engineers to assist in the resolution of issues.
  • Provide voice of customer, user-oriented and service-related inputs to ongoing and new product development projects.
  • Update product support documentation including, but not limited to, User Guide and Frequently Asked Questions (FAQs). Author product information notifications as needed.
  • Identify product quality improvements using support data documented during customer and service interactions and communicate to stakeholders.

Experience:

  • Bachelor’s or Master’s degree within life science, engineering or related fields — e.g. Biomedical Engineering, Molecular Biology, Genomics, NextGen Sequencing, Analytical biochemistry, Biotechnology or similar.
  • 5+ years of work experience in a technical product support role, research & development role or similar position.
  • Proven experience interacting with researchers at all levels with life science and genomics applications.
  • Previous experience in training, oral presentations and technical writing/editing.

Ideal Candidate will have:

  • Detailed technical orientation, with robust analytical and organization skills, problem solving, troubleshooting capabilities and negotiation skills.
  • Prior experience using customer relationship management tools to document product support interactions with customers.
  • Worked with a field service organization supporting scientific instrumentation or medical devices.
  • Capability to precisely document issues, root cause analyses, troubleshooting experimentation and resolutions/repairs for complex scientific instrumentation.
  • Knowledge of varied regulatory requirements and quality practices, especially in the area of complaint management (e.g., 21 CFR 820.198, ISO 10002, ISO 9001, ISO 13485)
  • Experience with Molecular Biology, Next Gen Sequencing, PCR, qPCR and related innovative technologies/application, including DNA synthesis experience, or utilization of synthetic oligos in biochemical applications.
  • Experience or expertise with Laboratory Automation solutions (eg. pipetting robots, electronics and linear actuators) and systems involving reagents, consumables and related system software.
  • Prior experience using customer relationship management tools to document product support interactions with customers.
  • Customer advocate, solutions-oriented mindset and business orientation.
  • Excellent written and verbal communication skills, presentation skills and technical writing.

Miscellaneous

  • May require occasional travel to customer sites and corporate offices.