Technical Support Specialist

1 week ago

Philadelphia, Pennsylvania, United States City of Philadelphia Full time
Job Description

At Gold Standard Diagnostics Horsham, a Eurofins Technologies company, we are seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical support and assistance to customers, both internal and external, regarding all Eurofins Abraxis products.

Key Responsibilities:
  • Provide technical support and assistance to customers and sales regarding all Gold Standard Diagnostics Horsham Food and Agriculture and European products.
  • Develop and maintain sufficient product knowledge to investigate complaints and respond to incoming technical inquiries regarding our products and services.
  • Evaluate customer analytical information and provide appropriate guidance for troubleshooting and continued product use.
  • Regularly communicate investigation status to customers and sales (as appropriate) in a timely manner.
  • Perform lab-based testing, as required, to confirm customer related issues and report to the appropriate teams for further investigation and resolution if necessary.
  • Accurately maintain a detailed laboratory notebook regarding all investigation and application development experiments.
  • Accurately track customer inquiries and complaints in the company complaint system, maintaining detailed notes about the investigation and resolution of all complaints.
  • Bring new or recurring issues to the attention of technical support management, operations and/or the management team.
  • Diagnose and resolve technical issues related to culture media preparation, usage, and interpretation.
  • Collaborate with media quality assurance team to investigate and address product complaints and non-conformities.
  • Serve as primary resource for customer trainings and the point of contact for our OEM Instrument manufacturing partners.
  • Work with customers and OEM Instrument manufacturing partners to coordinate automated system installations, ensure customers have all required materials and provide onsite ELISA training in a timely manner after order receipt.
  • Maintain accurate records regarding location of our installed instrument base and service contract status.
  • Coordinate with OEM Instrument manufacturing partners to ensure all complaints received from Gold Standard Diagnostics Horsham customers are documented appropriately in our complaint system.
  • Perform other related duties as assigned by the Technical Support Manager.
Requirements:
  • BS/BA degree or equivalent experience in a scientific discipline (biology/chemistry/microbiology preferred)
  • 2+ years of relevant sales/technical support experience (e.g. laboratory products and/or services) is preferred.
  • Hands-on experience with immunoassay (ELISA, coated tubes, magnetic particles, lateral flow test strips etc.) and other biological/chemical assay techniques is a very strong plus.
  • Must be a self-starter with the proven ability to successfully prioritize and manage several projects concurrently.
  • Outstanding customer focus with strong interpersonal and communication skills, both verbal and written.
  • The ability to effectively and professionally interact and communicate with customers both internal and external.
  • Comfortable using various forms of communication for professional interaction (e-mail, phone, or in-person).
  • Exceptional problem-solving and analytical skills. High attention to detail. Very organized.
  • Proficient in the use of Microsoft Office products (Word, Excel, PowerPoint).
  • Previous experience with online help desk software and web-based support ticket systems is a plus.
  • Must be flexible with the ability to travel up to 25% of the time (primarily domestic) as required.

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