Senior Cell Assay Support Specialist

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. Based in an office in Fremont, California, the specialist independently assesses client needs and issues and determines how best to support them, including troubleshooting assays remotely, explaining products and protocols, and providing technical documentation. The role also gathers feedback to support product improvements and participates in a committee overseeing product issues and the product improvement program. The specialist supports Product Management by reviewing product documents in development or revision, such as user manuals and product datasheets, and assists with developing and maintaining customer case-management tools. The role may also support other customer support and sales team members, train technical support personnel, and perform laboratory work for training. Occasional travel may be required, including to trade shows or other business units, primarily for training.

Requirements

PhD or MS in cell biology, pharmacology, or a related discipline.
Cell-based assay experience: 1–2 years for PhD candidates or 2–4 years for MS candidates.
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.
Excellent written and verbal communication skills and high attention to detail.
Ability to critically review scientific publications.
Ability to work as a team member in a dynamic, fast-paced, and constantly changing environment.

Nice To Haves

Experience training biological scientists to use cell-based and/or biochemical assays.
Knowledge of kinases and/or receptor biology, including GPCRs, checkpoint, RTK/CTKs, NHRs, interleukin receptors, and ion channels.
Knowledge and application of commercial software packages, including Excel, PowerPoint, GraphPad Prism, FileMaker, Teams, SharePoint, and Dynamics.
Experience with cell-based assays and molecular biology.
Previous experience in drug discovery sciences or industry.
Previous 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.
Support Eurofins DiscoverX products for global customers and sales staff.
Troubleshoot customer issues, including coordinating and tracking preliminary investigations with reagent manufacturing and R&D teams.
Participate in customer web conferences 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 of team activities to product management and other relevant 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.
Help establish and continuously improve 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, including required 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, adjust work hours as needed to meet client deadlines, and adhere to site EHS requirements.
Perform other duties as assigned.