Reporting to the Director of Field Service and Remote Support, the Product Support Scientist will be responsible for providing first level customer support. The Product Support Scientist will work directly with customers to support all contact center activities such as product inquiries, complaint handling, and order support. If you have a science or engineering background, have a solution-oriented mindset and are passionate about the customer experience and thrive working in a fast-paced and agile environment please consider applying!

Responsibilities & Goals

Technical Support

• Provide technical product support to current and prospective customers and respond to requests for product information.
• Provide guidance on system operation and best practices to enable customer success with Seer products.
• Resolve customer issues via phone and other remote support mechanisms.
• Document all customer interactions within the CRM system.
• Troubleshoot and diagnose assay and instrument failures.
• Triage and escalate support requests and create field dispatches for issues which cannot be resolved remotely.
• Create and update product support procedures and create and manage knowledge articles.

Customer Experience

• Develop strong customer relationships built on trust, respect, and empathy.
• Collaborate and communicate effectively with all stakeholders.
• Work closely with internal partners (e.g., Sales, Marketing, Field Service, Field Applications, Operations, Product Development, Quality) to advocate for customer needs and champion successful outcomes.
• Identify, document, and communicate customer feedback.
• Identify and propose new ways to add value to the customer experience.
• Participate on cross-functional teams and represent the voice of customer.

Order Support

• Manage inbound sales inquiries and requests for pricing.
• Receive and process sales orders within the CRM and ERP systems.
• Receive and process requests for product returns, replacements, and credits.
• Actively interface with internal departments to ensure timely delivery of all orders.
• Manage all aspects of the customer ordering process.

Background & Qualifications

• Bachelor’s Degree with a Science or Engineering background. 
• Life Science or Medical Device industry experience.
• Exposure to genomics or proteomics workflows, with a focus on liquid handling automation (eg Hamilton STAR, Tecan Evo, Beckman Coulter Biomek).
• Ability to deliver technical information in a clear and effective manner.
• Ability to anticipate customer needs and act with urgency to prevent issues.
• Articulate communication skills, both verbal and written.
• Problem-solving skills and systems thinking.

Preferred Skills and Experience

• Ability to resolve conflict in a positive manner and focus on win-win outcomes.
• Ability to handle difficult customer situations.
• Ability to recognize target audience and tailor communication style accordingly.
• Ability to analyze customer data and identify emerging trends.
• Knowledge of complaint handling processes.
• CRM experience (Salesforce)
• Data analytics and data visualization experience (Power BI)
• Customer-facing experience in the life science or medical device industry.

At Seer, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $90,000 and $145,000, and will depend on the candidate’s education, skills, qualifications, experience, and location. This position is also eligible for bonus, benefits, and participation in Company’s stock option plan.