Product Support Specialist/Supervisor

2 weeks ago

Irvine, United States Seegene USA Full time

Seegene USA, Inc. is a global pioneer in symptom based in vitro molecular diagnostics focusing on advancing science to develop multiplex molecular technologies and to manufacture multiplex in vitro diagnostic devices and reagents. Seegene's core enabling power is the passion for wide spreading of multiplex molecular diagnostics to improve the quality of life and health of people. Using its innovative proprietary technologies, Seegene has been making considerable contributions to giving the most economic and clinic friendly molecular diagnostic solutions for infectious diseases, genetics, pharmacogenetics, and oncology. For more information, please visit www.seegeneUS.com.


As a Product Support Supervisor, you will be a key member of the Scientific/Medical Affairs team, reporting to the Scientific Affairs Manager. You will play a critical role contributing to technical and product support, customer training, record keeping of pertinent information regarding technical operations and use of Seegene’s products, instruments, and proprietary software, as well as overseeing and communicating with the field service teams. This position serves as a technical consultant during pre- and post- sales activities and will collaborate with the broader team to maximize sales growth and customer satisfaction. You will be responsible for providing technical expertise and acting as the primary liaison/customer representative throughout the implementation process and future molecular application and engineering support. This includes planning and coordination for instrument installation, calibration, and application training, as well as troubleshooting and problem-solving issues that arise for customers throughout the life cycle of the solution. The Product Support Supervisor will have deep understanding of the requirements in industrial applications, enabling them to build strong relationships with key customers, understanding their requirement and being able to propose solutions during on site visits. You will assess emerging and/or unmet medical needs in the North American markets, provide rationales for new product introduction and on market product sustenance, evaluate opportunities for product improvements, innovative ideas, and disruptive technologies. The position will be expected to develop and maintain relationships with the sales team, as well as the global product managers, project management, product support, marketing, and R&D teams.


What we offer:

  • Amazing team to work with
  • Seegene pays 100% of Health insurance/Life/STD/LTD premium for the employee, and 70% for dependents. Other voluntary insurance also available.
  • Generous 401k, no vesting period, no waiting period
  • Generous PTO, Corporate holidays, Unlimited sick,
  • Various employee discounts and perks


Job Responsibilities:

  • Provide highly visible, self-supervised and self-directed, extensive on-site advisory customer support through the implementation of Seegene’s innovative molecular instrumentation and tailored customer training on our Seegene solutions to meet customer needs.
  • Perform customer onsite and remote training and demonstrations for Seegene’s assays and operation of automation instruments.
  • Provide customer technical support, including troubleshooting for Seegene PCR assays and operations of automation instruments.
  • Provide training and education support to Seegene customers.
  • Independently analyzes and resolves most customer questions and problems and refers only the most complex issues to higher levels.
  • Partners closely with R&D to provide strategic, global operational input on protocol design, feasibility, and ability to execute.
  • In charge of calibration instrumentation, including repairs, maintenance, and logistics.
  • Provide logistical support in product ordering, routine purchasing requisites and asset management.
  • Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.
  • The position will also be responsible for customer support including assay troubleshooting and applications laboratory support of performing experiments to confirm run results and analyze laboratory run data.
  • Develop key product support and field service documents (standard operating procedures, work instructions, quick guides, etc.)
  • Work independently and is autonomous
  • Attend scientific conferences and programs in relevant microbiology/infectious diseases/molecular diagnostics areas to maintain current knowledge
  • Provides scientific support for direct customer interactions as needed
  • Manage overall strategy to ensure proper levels of product support coverage.
  • Record, oversee, and manage detailed information into a work order/service ticketing and quality system for all customer inquiries.
  • Encourage and support process improvement initiatives identified by team members.


Minimum/Required Qualifications:

  • Bachelor’s degree in Biology, Chemistry, Cell Biology or Biochemistry, or relevant science degree
  • Minimum 5 years of medical, scientific, or product support experience
  • Exceptional technical communication and writing skills to effectively convey complex information to diverse audiences
  • Comfortable working with individuals of varying skill levels and backgrounds, and the ability to adapt training and communication approaches accordingly
  • A team-oriented mindset, a positive attitude, a strong desire to learn, and a robust work ethic that includes independent problem-solving
  • Ability to successfully operate in a fast paced, rapidly changing environment
  • Proficient with general lab best practices and common Molecular Biology techniques
  • Up to 50% domestic travel may be required


Additional/Preferred Qualifications:

  • Medical Technologist licensure such as MT/MLS or ASCP specialists is preferred.
  • 3 years of experience in a clinical laboratory; clinical lab study coordination is a plus
  • Experience in high throughput lab or PCR environment is a plus
  • Previous experience as a field applications scientist, field service engineer, or clinical technologist
  • Experience in laboratory proficiency and validation processes


Seegene USA, Inc. is an equal opportunity employer. Each position at the company is filled by the best qualified applicant available. The company does not discriminate against employees or applicants on any legally protected basis, including, but not limited to, race, color, religion, gender, gender identity, marital status, sexual orientation, national origin, ancestry, veteran's status, age, or disability which does not interfere with an individual's ability to perform the essential functions of his or her job position with or without reasonable accommodation. The company will provide equal opportunities in hiring, promotions, wages, benefits and other privileges, terms and conditions of employment. It is our policy to encourage promotion from among present employees, subject to the application of the best-qualified employee.

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