Senior Cell Assay Support Specialists

Eurofins•Fremont, CA

6h•$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 appropriate support, including remote troubleshooting, product and assay information, protocol guidance, and technical documentation. The specialist provides customer feedback 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 documents, such as user manuals and product datasheets, and helps develop and maintain customer case management tools. The specialist may support other customer support and sales personnel, train technical support staff, perform lab work for training, and occasionally travel to trade shows or other business units. The role requires regular attendance and punctuality, safe and efficient work, adherence to site employee health and safety requirements, and accountability for meeting client needs and timelines. Work hours may be adjusted to meet client deadlines; additional hours are needed.

Requirements

PhD or MS in cell biology, pharmacology, or a related discipline.
Minimum 1–2 years of cell-based assay experience for PhD holders, or 2–4 years for MS holders.
Experience with assay development, particularly cell-based assays.
Strong understanding of cell signaling biology and familiarity with basic pharmacology.
Adept at diagnosing, troubleshooting, and solving complex technical problems involving a variety of biological assays.
Knowledge of kinases and/or receptor biology, such as GPCRs, checkpoint, 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 and able to thrive in a dynamic, fast-paced, constantly changing environment.

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 through email, phone, and teleconference calls.
Support Eurofins DiscoverX products for 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 resolutions in the Customer Relationship Management (CRM) case management system in accordance with inquiry and complaint handling 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 overseeing the product improvement program.
Assist the Technical Support Manager with quarterly reporting of team activities to product management and relevant 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 with establishing and continually improving Technical Support SOPs and procedures.
Occasionally assist the marketing team at trade shows, including representing the company at exhibit booths and presenting scientific posters.
Support other technical support personnel, including junior representatives, regional representatives, and field application scientists.
Assist with training other technical support representatives and perform some lab work for training.
Demonstrate and promote the company vision; conduct work safely and efficiently; maintain regular attendance and punctuality; and perform other assigned duties.
Deliver to client needs and timelines, provide cross-functional support as required, adjust work hours as needed to meet client deadlines, and adhere to site EHS requirements.
Travel to other business units when required, primarily for training.