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Associate Technical Services Specialist

Employer
ATCC
Location
Manassas, VA
Start date
Feb 24, 2024

View more

Discipline
Clinical, Clinical Medicine
Required Education
Bachelors Degree
Position Type
Full time
Hotbed
BioCapital, Best Places to Work

Job Details

Ready to shape the future of science and global health? ATCC, a pioneer in biomaterials manufacturing, is seeking an Associate Technical Service Specialist for a flexible hybrid role in Manassas, VA.   The Associate Technical Services Specialist responds to customers in a competent, professional, and timely manner and is mainly responsible for handling technical and scientific inquiries from our customers via Email, phone, and website and maintaining our standards for quality customer service. 

 

In this role, you will be the initial contact point for customers seeking technical product support through various communication channels. Your primary responsibilities will include troubleshooting basic technical product-related issues, assessing problem nature, and escalating complex issues as needed. If you have a passion for science and customer service and a knack for problem-solving, we want you on our team! 

 

#LI-Hybrid

Responsibilities

  • Customer Technical Support: Serve as a resource for resolving complex technical inquiries related to the organization's products in the scientific specialty, responding to customer inquiries via various channels, and troubleshooting issues. 
  • Adherence to Service Goals and Procedures: Maintain adherence to established quality, productivity, and issue resolution strategies, utilizing Standard Operating Procedures and training materials for consistent service delivery. 
  • Issue Investigation and Escalation: Investigate and record customer inquiries, escalating sophisticated issues to Senior Management while maintaining a log of product issues for escalation and product development teams. 
  • Continuous Learning and Feedback: Stay updated on products, services, and organizational procedures, providing feedback to Senior Management for decision-making and process improvement while applying organizational policy and procedure to solve routine issues. 

Qualifications

  • Bachelor's degree (Biology or science related preferred) and 0-2 years' experience or equivalent experience.
  • Familiarity with troubleshooting technical issues and providing customer service. 
  • Ability to gather and analyze information to identify the nature of the problem. 
  • Capability to prioritize tasks and manage time effectively to meet service goals. 
  • Empathy and patience to handle customer inquiries and resolve issues in a professional manner. 

Benefits

We Invest in You 

 

  • Health & Wellness: 
    • Comprehensive medical coverage and company paid Life Insurance, Disability Insurance & AD&D
    • Work life balance with Paid Holidays and PTO
    • Fitness and cell phone subsidies, and additional benefits such as Aflac, legal services, and pet insurance
    • Employee Assistance Program offering around-the-clock counseling
  • Financial security: 
    • 401(a) (6% employer contribution) and 403(b) (2% match) retirement plans
    • Exceptional career advancement opportunities, recognition, and rewards
    • Corporate bonus program
  • Mission Focused:
    • Non-profit organization supporting critical life science research
    • We give scientists the tools they need to make discoveries that improve and save lives
    • Contribute to community involvement and social responsibility

 

Join ATCC, where we fuel your success, well-being, and development.  We're a mission focused non-profit Equal Opportunity Employer, championing diversity and inclusivity. When you work at ATCC, you become a part of that mission, one we've committed to for almost 100 years. Shape the future of science with us. 

  

ATCC is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. 

Company

ATCC is a private, nonprofit, global biological resource center and standards organization. We provide the scientific community credible biological products, advanced model systems, and high-quality services that support complex research in a variety of innovative applications resulting in incredible achievements in basic science, drug discovery, translational medicine, and public health.

We support the scientific community with the world’s largest and most diverse collection of human and animal cell products, as well as molecular genomic tools, microbe products, and biological materials. We offer a host of services, as well, including cell and microbial culturing and authentication, development and production of controls and derivatives, proficiency testing, and biomaterial deposit services. Through our ATCC Federal Solutions initiative, we lend our expertise to federal agencies in areas that include global health and infectious diseases, biodefense, and noncommunicable diseases.

We've developed a quality commitment, which includes ISO accreditations and standards, that has allowed ATCC to evolve from a traditional culture collection founded in 1925 to a biological resource center with an infrastructure that supports the future of life science and biotechnology.

Our newly expanded headquarters and bioproduction facility is located in Manassas, Virginia, near Washington DC, and a recently renovated research and technology center of excellence in Gaithersburg, Maryland.

CONNECT

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Company info
Website
Phone
(703)365-2700
Location
10801 University Boulevard
Manassas
Virginia
20110
United States

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