Senior Product Support Specialist

4 weeks ago


Seattle, Washington, United States NanoString Full time
Our Mission

NanoString is a pioneering company in the field of spatial biology, empowering scientists worldwide to visualize molecular interactions in three dimensions. Our cutting-edge platforms, including the nCounter Analysis System, GeoMx Digital Spatial Profiler, and CosMx Spatial Molecular Imager, enable researchers to explore the multiomic expression of genes and proteins in their natural context. Our team is driven by a passion for excellence and a commitment to catalyzing the next biological revolution.

We are seeking a highly skilled and motivated individual to join our Customer Experience team as a Senior Product Support Specialist. In this role, you will play a crucial part in resolving the essential support needs of our priority customers and field teams. As a key liaison between various support functions and field teams, you will contribute to the diagnosis and resolution of complex technical challenges. The ideal candidate will have a strong background in technical support to provide comprehensive support to our high-priority customers and Field Service Engineers (FSEs).

Responsibilities:
  • Act as the subject matter expert and provide specialized support for NanoString's platforms.
  • Support Technical Engineering training initiatives for all NanoString platforms to enhance team capabilities by working with field specialists on developing course content and technical documents.
  • Contribute to the development and maintenance of a comprehensive knowledge base, facilitating knowledge transfers within the technical support team and field teams. This includes utilizing Salesforce and other tools to extract data and transforming it into meaningful reports to improve the quality of support.
  • Participate in the development, writing, and testing of service bulletins, procedures, and replacement parts to ensure accuracy and reliability in field operations.
Qualifications and Requirements:
  • B.S or M.S. in engineering-related field with relevant experience.
  • 6-8 years of experience (B.S. and M.S. respectively) in Support and Quality Control Engineering.
  • Proficiency in developing procedures for instrument qualification, installation, and software updates.
  • Experience with Mastercontrol for documentation and expert knowledge on NanoString platforms preferred.
  • Experience creating and delivering training in a technical setting.
  • Provide support to team members in different time zones and around the world; both remotely (frequently) and in person (infrequently).
  • Excellent communication skills, with the ability to understand and address technical and operational issues of customers and internal teams.
  • Ability to work independently and collaboratively in cross-functional teams. Ability to drive tasks to achieve scheduled deadlines.
Territory:
  • Seattle, WA with global responsibilities.


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