Technical Support Specialist

3 months ago

San Jose, United States Accellix Full time

Personalized, cell-based therapy is emerging as a paradigm-shifting strategy in healthcare. To harness the potential of cutting-edge cellular engineering, stringent process controls must be put into place that monitor and measure critical parameters of the cell product at every step, from patient sample acquisition to drug product release. In essence, the process is the product.


Accellix offers a streamlined flow cytometry workflow solution that couples dried ambient-stable reagents, automated cell sample preparation and data acquisition within a single-use microfluidic cartridge, and customized auto analysis. The combination results in robust multiparametric analysis with ‘mix and read’ simplicity, enabling standardized process controls for our cell and gene therapy customers. See more information about the company here:


Accellix is looking to recruit a Technical Support Specialist to support customers’ Cell Therapy manufacturing journey. The Technical Support Specialist will report to the Head of Technical Support and will be responsible to provide remote pre and post sales technical support for the Accellix platform to customers and field personnel, as well as relaying customer feedback to the organization.


The ideal candidate will bring relevant experience, enthusiasm for having a tangible impact on cell therapy, and a collaborative and down-to-earth attitude.


Responsibilities

  • Improve Accellix users’ experience
  • Liaise with Head of Technical Support and field-based teams for the purpose of driving customers’ complaints to resolution
  • Monitor and verify implementation of field training processes
  • Monitor and verify implementation of the tools to be utilized by the company’s field representatives to improve product installations, annual maintenance, and upgrades
  • Review, monitor and validate servicing documentation, reports and communications both internally and with customers
  • Review and handle customer complaints and inquiries with field-based staff and our Quality department, including but not limited to tracking and resolving these in a timely manner
  • Act as a focal point for any technical questions and communications arising from colleagues and customers
  • Some travel will be required as and when needed for training and meetings


Required Qualifications

  • Practical experience in providing technical support for software and hardware devices
  • B.S with 3+ years or M.S. with 1+ years of experience in a diagnostic, pharmaceutical, or other biotech industry setting
  • Experience with Service and Support tools
  • Ability to work independently or collaboratively, depending on project needs
  • Prepared to be highly engaged, both within the team and across the company
  • Experience with medical and life science tools, devices and instrumentation
  • Methodical and detail oriented
  • Ability to work well under pressure in a multiple time zone setting, handling multiple projects and meeting deadlines
  • Proven track record to diagnose and resolve problems on electronic and mechanical instrumentation in a scientific laboratory environment, with a focus on remote resolution
  • Excellent analytical, interpersonal and communication skills with the ability to communicate sophisticated technical issues in an easy-to-understand manner
  • Good written and verbal communication skills, self-motivated and an effective teammate


Desired Qualifications

  • Excellent analytical, interpersonal and communication skills with the ability to convey sophisticated technical issues in an easy-to-understand manner
  • Advanced degree in science, engineering, or a related technical field
  • Experience as a technical support engineer
  • IT experience is an added advantage
  • Hands-on experience with flow cytometry or cell sorting instrumentation
  • Strong problem solving and communication skills
  • Professional background in life sciences, cell biology, biomedical engineering or related subjects
  • Proficient in training others

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