Senior Cell Assay Support Specialists

Eurofins USA Discovery Services•Fremont, CA

1d•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 position is based in an office in Fremont, California, and involves independently assessing customer needs and issues and determining appropriate support, including remote troubleshooting, product and protocol guidance, and providing technical documents. The specialist contributes feedback that drives product improvements and participates in a committee that reviews product issues and manages the product improvement program. The role supports Product Management by reviewing product documentation in development or revision, such as user manuals and product datasheets, and helps develop and maintain customer case management tools. The specialist also supports other customer support and sales team members and may train technical support personnel. Occasional travel may be required for trade shows or training at other business units. Some laboratory work is required for training. The position is full-time, Monday through Friday, 8:00 a.m. to 5:00 p.m., with additional hours as needed to meet client deadlines. Candidates within commuting distance of Fremont, California, are encouraged to apply.

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.
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, 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, with high attention to detail.
Ability to critically review scientific publications.
Team-oriented approach and ability to work in a dynamic, fast-paced, and constantly changing environment.
Regular attendance and punctuality; ability to adjust work hours to meet client deadlines.
Adherence to site employee health and safety 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.
Candidates currently living within a commutable distance of Fremont, California, are encouraged to apply.

Responsibilities

Serve as the primary contact for pre- and post-sale technical support through email, phone, and teleconference calls.
Provide support for Eurofins DiscoverX products to global customers and sales staff.
Troubleshoot customer issues, including coordinating and tracking preliminary product-performance investigations with reagent manufacturing and/or R&D teams.
Participate in web conference calls with customers 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.
Follow inquiry and complaint-handling procedures and document inquiries and resolutions in the CRM case management system.
Assist with development and maintenance of the technical support team's case management system.
Record product problems and issues in the company's product improvement tracking system.
Collaborate with Quality Assurance as a committee member managing the product improvement program.
Assist the Technical Support Manager with quarterly reporting on team activities to product management and Product Management, Market Development, QA, reagent manufacturing, and Operations teams.
Escalate critical complaints to Product Managers, Operations, and Quality Assurance as needed.
Assist the commercial team with developing or revising product documentation, including user manuals and product datasheets.
Assist the manager with reviews and approvals of change orders required of the technical support team.
Assist the Technical Support Manager with establishing and continuously improving Technical Support SOPs and procedures.
Occasionally travel to support marketing 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; perform some laboratory work for training.
Demonstrate and promote the company vision, maintain regular attendance and punctuality, and conduct activities safely and efficiently.
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.
Perform other duties as assigned.