Senior Cell Assay Support Specialist

Eurofins•Fremont, CA

2d•$90,000 - $130,000•Onsite

About The Position

The Senior Cell Assay Support Specialist provides pre- and post-sale technical support for cellular and biochemical assay products to global customers and sales staff. The role is based in an office in Fremont, California, and independently assesses customer needs and issues to determine an appropriate response, including remote assay troubleshooting, product and protocol guidance, and supplying technical documents. The specialist communicates customer feedback to the business to support product improvements and serves on a committee that reviews product issues and advances the company’s product improvement program. The role also supports Product Management by reviewing product documentation, such as user manuals and product datasheets, and assists with developing and maintaining customer case management tools. The specialist may support other customer support and sales team members, help train technical support personnel, and perform some laboratory work for training. The position requires regular attendance and punctuality, safe and efficient work, accountability for meeting client needs and deadlines, adherence to site EHS requirements, and flexibility to adjust work hours to meet client deadlines. Occasional travel may be required for training or trade shows. The role is full-time, Monday through Friday, 8:00 a.m. to 5:00 p.m., with additional hours as needed.

Requirements

PhD or MS in cell biology, pharmacology, or a related discipline.
For PhD holders, 1–2 years of experience with cell-based assays; for MS holders, 2–4 years of experience with cell-based assays.
Experience with assay development, particularly cell-based assays.
Strong understanding of cell signaling biology and familiarity with basic pharmacology.
Ability to diagnose, troubleshoot, and solve complex technical problems involving a variety of biological assays.
Knowledge of kinases and/or receptor biology, such as GPCRs, checkpoint receptors, RTK/CTKs, NHRs, interleukin receptors, and ion channels.
Knowledge and application of commercial computer applications, including Excel, PowerPoint, GraphPad Prism, FileMaker, Teams, SharePoint, and Dynamics.
Excellent written and verbal communication skills and high attention to detail.
Ability to critically review scientific publications.
Team-oriented approach and ability to thrive in a dynamic, fast-paced, constantly changing environment.
Ability to meet client deadlines, adjust work hours as needed, and comply with site EHS requirements.

Nice To Haves

Experience training biological scientists in the use of cell-based and/or biochemical assays.
Experience with cell-based assays and molecular biology.
Previous experience in drug discovery sciences or industry.
Prior experience providing technical support to customers.
Knowledge of parallel line analysis.

Responsibilities

Serve as the primary contact for pre- and post-sale technical support by email, phone, and teleconference.
Provide support for Eurofins DiscoverX products to global customers and sales staff.
Troubleshoot customer issues, coordinating and tracking preliminary product-performance investigations with reagent manufacturing and/or R&D teams as needed.
Participate in customer web-conference calls for pre- and post-sale support.
Coordinate with customer service to issue product replacements when necessary.
Contribute to the technical support team’s knowledge database and document inquiries and complaint resolutions in the CRM case management system in accordance with procedures.
Assist with development and maintenance of the technical support team’s case management system.
Record and report product problems in the product improvement tracking system and collaborate with Quality Assurance as a committee member managing the product improvement program.
Assist the Technical Support Manager with quarterly activity reporting to product management and related teams.
Escalate critical complaints to Product Managers, Operations, and Quality Assurance as necessary.
Assist the commercial team with developing or revising product documentation, including user manuals and product datasheets.
Assist the manager with reviews and approvals of technical support team change orders.
Assist in establishing and continuously improving Technical Support SOPs and procedures.
Support other technical support personnel, including junior representatives, regional representatives, and field application scientists.
Assist with training other technical support representatives.
Perform laboratory work for training purposes.
Demonstrate and promote the company vision; conduct work safely and efficiently; and perform other duties as assigned.
Deliver to client needs and timelines and provide cross-functional support to other departments as required.
Adjust working hours as needed to meet client deadlines and adhere to site employee health and safety requirements.
Travel occasionally to trade shows to represent the company at exhibit booths or present scientific posters, and to other business units primarily for training.