Technical Support Engineer - EMEA

Element Biosciences

7d•Remote

About The Position

At Element Biosciences, we are passionate about our mission to empower the scientific community with more freedom and flexibility to accelerate our collective impact on humanity. We have built a highly efficient product-driven organization where employees can learn, grow, and thrive in a challenging but encouraging environment. We are committed to scientific integrity, collegiality, honesty, objectivity, and openness. We are seeking an early in career Technical Support Engineer – Instrumentation and Software to join the Customer Support team and provide frontline support to the growing EMEA customer base and regional distribution partners. This position requires exceptional technical proficiency, customer management skills, and an ability to work cross functionally with internal partners in Commercial, Operations, and R&D. This position will report to our Senior Manager, Technical Support and is a remote position based in Europe.

Requirements

Bachelor’s degree Mechanical Engineering, Bioengineering, Electrical Engineering, Computer Science, or related field (High School Diploma required, Bachelors preferred)
Minimum 2 years of experience with customer support and/or in biotech industry
Experience working with instrumentation with optics, microfluidics, and electromechanical systems is required
Experience parsing large instrument logs to identify irregularities in common patterns to develop technical recommendations
Proven experience in experimental design, data interpretation, and scientific documentation
Excellent verbal and written communications skills
Must have good technical writing abilities
Must be flexible in working hours as this position may require customer support during non-regular business hours
Fluent English speaking is a must

Nice To Haves

Hands on instrument experience with NGS technologies, including library preparation, sequencing, and data analysis a plus
NGS run performance troubleshooting is a plus
Ability to develop automated troubleshooting tools is a plus
Experience with customer network setup for both pre and post sales support a plus
second language such as French or Italian is preferable

Responsibilities

Provide frontline technical customer support for customer inquiries and system issues via phone and email
Manage Instrument and software related customer issues with internal and external support teams to drive issue resolution
Triage general customer complaints and delineate applications vs software vs hardware issues
Partner closely with regional and global field service and field applications teams to quickly diagnose and address customer end-to-end workflow issues
Contribute to the development of instrument troubleshooting methods and tools
Respond to customer end-to-end workflow inquiries as part of pre-sales support
Utilize service CRM software to dispatch and accurately document work in a timely manner
Influence and contribute to customer success initiatives through improvements to KPIs (Complaint Rate, Mean Time to Repair, Mean Time Between Failure, Warranty Replacement Rate, etc.)
Identify and contribute to group continuous improvement initiatives
Intake and triage distribution partner support escalations and inquiries
Maintain changes to knowledge databases, website, and other company-managed technical information
Provide instrumentation and software feedback to R&D and product quality teams to develop continuous improvement on existing platforms and influence development of future products
Display professionalism, understanding, tact, and technical knowledge in all customer interactions
Interface with internal R&D project teams to develop tech support centric collateral for new product and product extensions