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Technical Field Specialist for Automated Solutions

2 months ago

Chicago, Illinois, United States Dynex Technologies Full time

About Dynex Technologies: Established over seven decades ago, DYNEX TECHNOLOGIES, Inc. stands as a premier designer and manufacturer of fully automated ELISA microplate workstations, laboratory instruments, and their associated consumables and accessories. Our diverse team comprises design and service engineers, applications scientists, marketing professionals, and precision-manufacturing specialists, all committed to continuous innovation in product design and the exploration of new application horizons. Our goal is to deliver state-of-the-art microplate processing systems that fulfill the stringent requirements of the most demanding applications, ultimately enhancing health outcomes and improving quality of life.

Position Overview: The Field Applications Specialist (FAS) is a versatile role that reports to the Senior Director of North America & Corporate Sales. This position is pivotal in supporting DYNEX's automated ELISA and Multiplexing instrumentation along with the associated software. The FAS will deliver technical assistance both on-site and remotely, via phone and email, while also conducting training sessions for customers, distributors, and DYNEX staff. The primary focus of this role is to ensure the success of customers utilizing DYNEX products for their applications.

Key Responsibilities:

  • Become proficient in the operation of DYNEX automated ELISA and Multiplexing processing systems.
  • Conduct field installations and provide on-site training for all DYNEX products.
  • Offer technical application solutions for DYNEX automation products in the field and ensure successful implementation.
  • Assist the help desk by delivering technical and application support and troubleshooting via phone and email for all products.
  • Follow up on technical assistance to guarantee customer satisfaction and complete all necessary follow-up documentation.
  • Contribute to the development of training materials; perform product demonstrations both in-house and in the field as required.
  • Collaborate with customers, field service engineers, distributors, and site administrators to fulfill testing reporting requirements.
  • Document customer feedback and maintain records in accordance with quality assurance procedures.
  • Work with R&D to troubleshoot software and hardware issues related to DYNEX products.
  • Act as a product expert and advocate for customers on cross-functional product development teams. Collaborate with Engineering, Quality Control, and other departments to assist in complaint investigations as directed by the Senior Director.
  • Prepare site visit reports and update standard operating procedures. Create and revise support materials, training documents, operator manuals, and technical bulletins as needed.
  • Support marketing and sales initiatives as new opportunities arise.
  • Deliver presentations and product demonstrations at industry conferences and trade shows as required.
  • Maintain databases of customer and client interactions.
  • Perform additional duties as assigned.

Supervisory Role: None.

Success Attributes:

  • Exceptional written and verbal communication skills; strong interpersonal abilities, and a professional demeanor.
  • Highly organized and adaptable, with a sense of urgency and the capacity to manage multiple priorities. Ability to meet deadlines while maintaining professionalism.
  • Build and maintain strong relationships with internal and external associates.
  • Ability to work independently with minimal supervision; reliable.

Qualifications:

  • Experience with ELISA and Multiplexing Technology in R&D or clinical laboratory settings is essential.
  • Comprehensive knowledge and technical expertise in troubleshooting Immunology/Biochemistry applications related to clinical diagnostics or laboratory research.
  • Prior experience with automated laboratory analyzers and Immunoassays (such as ELISA and Multiplexing assays) is preferred.
  • Experience in providing technical customer support or 2 to 4 years in a clinical laboratory environment is highly desirable.
  • Excellent written and verbal communication skills are required.
  • Education: A Bachelor's degree in Biology, Biochemistry, Chemistry, Biomedical Engineering, Biotechnology, or a related field is required; a Master's degree is preferred.

Technical Skills:

  • Proficient in Microsoft Office software, with advanced skills in Excel.
  • Experience with CRM documentation systems, such as Salesforce or similar.

Work Environment:

  • National travel may be required up to 75% of the time with occasional short notice.
  • Typical laboratory conditions, with additional precautions for handling chemicals and biological materials.

Physical Requirements: Must meet National Institute for Occupational Safety & Health (NIOSH) Standards.