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Automation Support Technician
2 months ago
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 related consumables and accessories. Our dedicated team comprises design and service engineers, applications scientists, marketing professionals, and precision-manufacturing specialists, all committed to continuous innovation in product design and exploring new application horizons to deliver state-of-the-art microplate processing systems that meet the stringent demands of complex applications, ultimately enhancing health outcomes and improving quality of life.
Position Overview: The Automation Support Technician plays a crucial role in providing assistance for Dynex automated ELISA instruments in a customer-facing capacity through various communication channels.
Key Responsibilities: This role involves training to become a subject matter expert in the service and operation of Dynex automated ELISA Processing Systems, including the DSX, DS2, Agility, and Multiplier instruments. Responsibilities include:
- Delivering help desk support by offering technical assistance and troubleshooting directly to end users via phone and email.
- Conducting follow-up support to ensure customer satisfaction with problem resolutions and completing all necessary documentation.
- Assisting internal stakeholders such as field service engineers and sales representatives through dispatch, technical troubleshooting, spare parts logistics, and documentation management.
Additionally, you will document customer feedback and maintain records in accordance with quality assurance protocols. Act as a product expert and advocate for customers within cross-functional product development teams, collaborating with Engineering, Quality Control, and other departments to aid in complaint investigations. Adhere to Dynex and quality assurance policies and maintain customer databases.
Supervisory Duties: This position does not include supervisory responsibilities.
Success Factors: The ideal candidate will demonstrate the ability to work autonomously and manage multiple tasks from various sources with minimal supervision. Dependability and exceptional organizational skills are essential. The individual must possess strong written and verbal communication abilities.
Required Qualifications: A Bachelor’s Degree in an engineering, technical, or biological discipline is preferred. Experience with automated ELISA instruments in a diagnostic laboratory setting is advantageous. Familiarity with instrument operations, assay development, and troubleshooting is also beneficial. Experience with Dynex instruments, specifically the DSX, DS2, and Agility, is highly desirable.
Technical Skills: Proficiency in CRM/service software, Microsoft Office Suite, and Outlook is required. IT networking skills are a plus.
Work Environment: This role may require shift adjustments to accommodate various time zones and meet customer needs.
Physical Requirements: Candidates must be able to comply with National Institute for Occupational Safety & Health (NIOSH) standards.
