Cell Culture Product Specialist

PHCNA•Chicago, IL

1d•$65,000 - $75,000•Hybrid

About The Position

Joining the PHC Group means becoming a vital player in one of the world's foremost producers and suppliers of top-tier laboratory equipment. Operating in the dynamic biomedical and diagnostics sectors, we cater to a diverse and expanding range of life science facilities. Our products are essential tools for researchers and professionals in pharmaceuticals, biotechnology, and healthcare, making a meaningful impact on advancements in these fields. Your role with us will be an integral part of this impactful journey. Join PHCNA as our Cell Culture Product Specialist and become the customer-facing expert driving adoption of cutting-edge cell culture solutions—including incubators, live-cell metabolic analyzers, upcoming bioreactors, and strategic third-party collaborations in the Cell and Gene Therapy field. You’ll partner with our sales network, reps, and dealers to deliver application expertise, competitive positioning, and hands-on support that accelerates product launches and sales growth. By translating customer insights and performance metrics into clear market opportunities, you’ll help shape our product strategy and expand market share while representing PHCNA as a trusted, visible leader in the space. Location: Hybrid - Wood Dale, IL

Requirements

Bachelor’s degree or equivalent years of industry experience.
3+ years’ experience in similar technical application or product support role.
Work in biology/biotechnology/biochemistry laboratory space; preferred experience with use of lab equipment such as flow cytometry; microscopy; cell sorting; high throughput screening, etc.
Excellent communication, presentation, and negotiation skills to collaborate with customers, and all company departments including PHC Japan.
Strong ability to organize and drive projects with effective project management skills
Experience in gathering requirements, managing projects, collaborating on solutions, and resolving issues.
Proven ability to drive change and manage complexity both technical and organizational
Strong understanding of applications and products.
Able to understand technical terms and product design considerations
Normal office conditions. Must be able to sit for extended period of time.
20% Travel; International, customer, tradeshow and vendor visits.

Responsibilities

Provide product management support for the Cell Culture product line, including lifecycle planning and portfolio alignment.
Support strategic growth initiatives for cell culture workflows and applications.
Collaborate and support Product Manager – Cell Culture on positioning, VOC insights, and product launches.
Collaborate with Marketing to review and approve applicable materials for distribution.
Assist in planning and deliver demos when requested, evaluations, and workflow consults for live‑cell imaging/analysis, bioreactor setups and consultations, and incubator‑based CGT workflows; advise on experimental design and data interpretation.
Lead onboarding and training (onsite/remote); develop SOPs, quick‑start guides, and short videos to accelerate time‑to‑first‑value.
Troubleshoot assay, instrument, software, or data issues; coordinate escalations with Service/Engineering; author knowledge articles for self‑service support.
Support customers and the Sales Network for product related issues. This includes follow up with customers and/or sales team to ensure concerns and questions have been addressed.
Regular communication with Internal and External Sales Managers, Reps and Technicians for all application and product related questions.
Inter-departmental communications for troubleshooting key technical and applications- based issues from customers (e.g. overcoming cell culture obstacles, product troubleshooting, scientific/technical advice)
Assist or coordinate installations when requested by customers or Sales, partnering with Field Service/Engineering on site readiness checks, IQ/OQ scheduling, and day‑one application success.
Ensure handoff documents (site checklist, configuration, training plan) are completed and stored; confirm customers achieve time‑to‑first‑value targets.
Oversee demo unit lifecycle: request/approve demo allocations, schedule shipments, confirm delivery, and maintain chain‑of‑custody records.
Manage return process: initiate return authorizations, coordinate pickup labels/packaging, ensure timely de‑installation support as needed, and secure on‑time return to PHCNA.
Maintain an up‑to‑date demo inventory calendar (availability, condition, location) and prevent aging units from sitting idle or circulating with known issues.
Lead the triage of units arriving to PHCNA (demo returns, evaluation devices, or customer‑owned units routed through programs), open and track RMA cases, and ensure SLA attainment for inspection/repair/turnaround.
Proactively communicate status and ETAs to Sales, Channel Partners, and customers; escalate delays and coordinate loaners as needed.
Capture voice‑of‑customer (use cases, unmet needs, usability feedback) and deliver structured insights to Product/Marketing (including PHC Japan collaboration).