Technical Support Specialist II

Job Overview

Responsible for providing exceptional customer support to global customers. Primary contact for customers seeking in depth technical information related to comprehensive service offerings and test results. Responsible for ascertaining sample information details from customers and making recommendations for best solutions based on customer needs. Respond to customer inquiries related to internal sample processing of standard offerings, in depth understanding of sample identification reports and comparison reports.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Maintain a comprehensive working knowledge of the identification and characterization services offered by Accugenix as well as commercial-off-the-shelf identification systems and competing service labs offering comparable services. Be able to employ this knowledge to the benefit of the customer during ad-hoc interactions.
• Provide comprehensive support covering North American, and global territories to customers and internal stakeholders as assigned.
• Engage in routine written and oral communications with customers during which comprehensive technical support is provided in a timely, efficient, and knowledgeable manner.
• Educate customers to promote their overall knowledge of the identification and characterization services offered. This includes but is not limited to discussions related to the types of services offered, the advantages and limitations of each; turn-around time options; test pricing; proprietary library inclusions, sample shipment requirements; sample condition requirements; identification report content and interpretation guidelines.
• Support technical trainings to internal stakeholders and customer communication trainings.
• Initiate dialogue with customers when sample questions or concerns are noted in the discrepancy management system. Expedite resolution so that testing delays are kept to a minimum.
• Engage Account Managers when customers express any dissatisfaction with the services received. Elevate concerns to Regulatory Compliance/Quality, Sr. Technical support, and/or management, for follow up and initiate and support investigation of complaint if warranted.
• Continuously monitor and review LIMS and associated reports to ensure test results are released to customer in accordance with the specified due date.
• Conduct comprehensive, technical review of completed jobs to ensure all testing was conducted in accordance with customer expectations.
• Contribute to customer satisfaction by meeting qualitative objectives.
• Support actionable special requests made by customers extraneous to standard sample processing and sample ID report content.
• Maintain log of customer communications through LlMS, SFDC and other information management tools. Support advanced use, and enhancements, of these systems.
• Collaborate with marketing to ensure customer information is captured in CRM system.
• Perform database management related customer data entry.
• Maintain special customer handling database.
• Maintain Knowledgeable about regulatory requirements.
• Serve as liaison between customers, sales, marketing, quality, data review, laboratory management and R&D to ensure customer expectations are being met.
• Provide support for new product offerings.
• Adhere to work procedures and processes that support company and departmental standards, procedures, and strategic directives.
• Comply with all aspects of laboratory safety, safety stations, safety manual, safety SOP and MSDS/SDS sheets.
• Follow all company SOPs and comply with internal Quality System & cGMP standards.

Qualifications

• Education: Four (4) degree or three (3) years or more related experience in the customer support or scientific field
• Experience: Three or more years in a customer facing or technical support role. Must have working knowledge of general microbiological concepts. Excellent written and verbal communication skills. Technical writing skills preferred. Large LIMS database experience a plus. Must be proficient in MS Word, Excel, and Outlook.
• An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
• Certification/Licensure: None
Other: Fluent in understanding and writing English. Working knowledge of all Accugenix product lines and Quality System is a plus. Must have excellent customer relations and phone skills. Must be able to handle multiple projects and details simultaneously within a fast-paced work environment. Requires self-direction, tact, diplomacy, and a courteous and professional manner when dealing with the public.

The pay for this position is $55,000.  Please note that salaries vary within the range based on factors including but not limited to, experience, skills, education and location.