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Field Support Specialist for Laboratory Technologies

2 months ago

Chicago, Illinois, United States Dynex Technologies Full time

About Dynex Technologies: With a legacy spanning 70 years, DYNEX TECHNOLOGIES, Inc. stands at the forefront of designing and manufacturing fully automated ELISA microplate workstations, laboratory instruments, and their 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 quality of life.

Position Overview: The Field Applications Specialist (FAS) plays a vital role within our organization, reporting directly 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 on-site, through telephone and email communication, and conduct 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 the subject matter expert 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 telephone and email for all products.
  • Follow up on technical assistance to guarantee customer satisfaction with solutions 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 complaints and maintain records in accordance with quality assurance procedures.
  • Work alongside R&D to troubleshoot software and hardware solutions for 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 engineering 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 customer and client databases.
  • Perform additional duties as assigned.

Supervisory Responsibilities: None.

Success Factors:

  • Exceptional written, verbal, and communication skills; strong interpersonal abilities, and a professional demeanor.
  • Highly organized and adaptable, with a sense of urgency and the capability to manage multiple priorities effectively.
  • Ability to cultivate strong relationships with all internal and external associates.
  • Self-sufficient with minimal supervision; reliable and dependable.

Minimum Qualifications / Education:

  • Experience with ELISA and Multiplexing Technology in an R&D or Clinical laboratory environment is essential.
  • Comprehensive knowledge and technical expertise in troubleshooting Immunology/Biochemistry applications related to clinical diagnostics or laboratory research settings.
  • Previous experience with automated laboratory analyzers and working with Immunoassays (such as ELISA and Multiplexing assays) is preferred.
  • Prior experience in providing technical customer support or 2 to 4 years in a clinical laboratory setting 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.

Computer Skills:

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

Work Environment:

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

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