Technical Support Specialist 2

3 weeks ago

San Diego, United States Vets Hired Full time

About the job Technical Support Specialist 2

Job Facts:

This Customer Technical Support Specialist is responsible for providing direct and indirect customer technical support for GenMark products. Duties will range from providing phone support to customers and internal personnel; complaint handling including receiving, logging, investigating, resolution, tracking and trending; training customers and internal personnel; aiding in commercialization of new products and improving technical support procedures and tools.

  • Provide technical expertise and support to customers by telephone, email and remote access
  • Provide technical assistance to sales, molecular application specialists and marketing as required
  • Customer complaint handling including receiving, logging, investigating, resolving with customers and tracking/trending of complaints in compliance with the Quality System requirements
  • Report tracking and trending of field product performance metrics for both system and assay data to enable continuous improvement
  • Responsible for answering customer calls and trouble shoot issues after normal business hours and on weekends
  • Participate in developing and implementing new product and technical support plans to ensure successful launch and customer support
  • Ensure fact-based scientific, engineering and analytical best practices and principles are utilized to accomplish tasks
  • Provide an open environment and promote teamwork across the organization
  • Demonstrate and advocate the Cultural Beliefs
  • Assist with special projects as requested and perform additional duties as required
Who you are:
  • Associates degree (or equivalent military training)
Preferred Requirements:
  • BS degree in Biochemistry, Microbiology, Molecular Biology, Analytical Chemistry or a related field; MS degree is a plus
  • 1 to 2 years of experience
  • Ability to gain knowledge of all products within the business area
  • Ability to utilize MS Office, SFDC, SAP, Acrobat, and other supporting software
  • Strong communications/listening skills with a corresponding ability to relay information succinctly and accurately
  • Ability to positively negotiate with and defuse irate, dissatisfied customers and maintain their confidence and loyalty
Benefits:
We offers highly competitive benefit plans and programs, including:
  • Medical, dental and vision insurance
  • 401(k) and 401(k) matching
  • Paid time off
  • Long Term Incentive Plan (available at certain position levels)

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