For over 20 years, Gold Standard Diagnostics Horsham, a Eurofins Technologies company, has been developing, manufacturing, and marketing rapid environmental, food, and life sciences test systems, including immunochemistry products and methods, to meet the testing needs of research and industry. We are constantly collaborating with global government, industry, and academic leaders to develop innovative methods and applications.
The primary role of the Technical Support Specialist is to provide technical support and assistance to customers, both internal and external, regarding all Eurofins Abraxis products. This includes primary responsibility for conducting training in the use of our products for customers at their facilities within the U.S. and Canada.
Responsibilities:
- Provide technical support and assistance to customers and sales regarding all Gold Standard Diagnostics Horsham Food and Agriculture and European products:
- Develop and maintain sufficient product knowledge to Investigate complaints and respond to incoming technical inquiries regarding our products and services.
- Evaluate customer analytical information and provide appropriate guidance for troubleshooting and continued product use.
- Regularly communicate investigation status to customers and sales (as appropriate) in a timely manner.
- Perform lab-based testing, as required, to confirm customer related issues and report to the appropriate teams for further investigation and resolution if necessary.
- Accurately maintain a detailed laboratory notebook regarding all investigation and application development experiments.
- Accurately track customer inquiries and complaints in the company complaint system, maintaining detailed notes about the investigation and resolution of all complaints.
- Bring new or recurring issues to the attention of technical support management, operations and/or the management team.
- Diagnose and resolve technical issues related to culture media preparation, usage, and interpretation.
- Collaborate with media quality assurance team to investigate and address product complaints and non-conformities.
- Serve as primary resource for customer trainings and the point of contact for our OEM Instrument manufacturing partners:
- Work with customers and OEM Instrument manufacturing partners to coordinate automated system installations, ensure customers have all required materials and provide onsite ELISA training in a timely manner after order receipt.
- Maintain accurate records regarding location of our installed instrument base and service contract status.
- Coordinate with OEM Instrument manufacturing partners to ensure all complaints received from Gold Standard Diagnostics Horsham customers are documented appropriately in our complaint system.
- Perform other related duties as assigned by the Technical Support Manager:
- Assist with the development and delivery of customer educational events and technical support materials.
- Work with OEM Instrument manufacturing partners to coordinate development and validation of new applications/methods on automated instruments as required.
- Assist R&D in the development of key post-sale applications for company products.
- Provide technical guidance and information to sales/marketing for collateral development.
- Organize and maintain the Technical Support demonstration laboratory.
- Maintain personal technical and industry knowledge by seeking out educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
- Although the typical work schedule for this position will be Monday through Friday during normal business hours, additional hours and/or workday flexibility are expected as required to complete assignments and meet business needs.
TRAVEL: Expected travel associated with this position may be up to 25% at times and will vary with customer/business demands.
Required Education & Experience and Skills:
- BS/BA degree or equivalent experience in a scientific discipline (biology/chemistry/microbiology preferred)
- 2+ years of relevant sales/technical support experience (e.g. laboratory products and/or services) is preferred.
- Hands-on experience with immunoassay (ELISA, coated tubes, magnetic particles, lateral flow test strips etc.) and other biological/chemical assay techniques is a very strong plus.
- Must be a self-starter with the proven ability to successfully prioritize and manage several projects concurrently.
- Outstanding customer focus with strong interpersonal and communication skills, both verbal and written.
- The ability to effectively and professionally interact and communicate with customers both internal and external.
- Comfortable using various forms of communication for professional interaction (e-mail, phone, or in-person).
- Exceptional problem-solving and analytical skills. High attention to detail. Very organized.
- Proficient in the use of Microsoft Office products (Word, Excel, PowerPoint).
- Previous experience with online help desk software and web-based support ticket systems is a plus.
- Must be flexible with the ability to travel up to 25% of the time (primarily domestic) as required.
What we offer:
- Excellent full time benefits including comprehensive medical coverage, dental, and vision options
- Life and disability insurance
- 401(k) with company match
- Paid vacation and holidays
Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.
