Technical Support Specialist 2
About The Position
This Customer Technical Support Specialist is responsible for providing direct and indirect customer technical support for GenMark products. Duties will range from providing phone support to customers and internal personnel; complaint handling including receiving, logging, investigating, resolution, tracking and trending; training customers and internal personnel; aiding in commercialization of new products and improving technical support procedures and tools. Provide technical expertise and support to customers by telephone, email and remote access Provide technical assistance to sales, molecular application specialists and marketing as required Customer complaint handling including receiving, logging, investigating, resolving with customers and tracking/trending of complaints in compliance with the Quality System requirements Report tracking and trending of field product performance metrics for both system and assay data to enable continuous improvement Responsible for answering customer calls and trouble shoot issues after normal business hours and on weekends Participate in developing and implementing new product and technical support plans to ensure successful launch and customer support Ensure fact-based scientific, engineering and analytical best practices and principles are utilized to accomplish tasks Provide an open environment and promote teamwork across the organization Demonstrate and advocate the Cultural Beliefs Assist with special projects as requested and perform additional duties as required
Requirements
- Associates degree (or equivalent military training)
- 1 to 2 years of experience
- Ability to gain knowledge of all products within the business area
- Ability to utilize MS Office, SFDC, SAP, Acrobat, and other supporting software
- Strong communications/listening skills with a corresponding ability to relay information succinctly and accurately
- Ability to positively negotiate with and defuse irate, dissatisfied customers and maintain their confidence and loyalty
Nice To Haves
- BS degree in Biochemistry, Microbiology, Molecular Biology, Analytical Chemistry or a related field; MS degree is a plus
Responsibilities
- Provide direct and indirect customer technical support for GenMark products
- Provide phone support to customers and internal personnel
- Complaint handling including receiving, logging, investigating, resolution, tracking and trending
- Training customers and internal personnel
- Aiding in commercialization of new products and improving technical support procedures and tools
- Provide technical expertise and support to customers by telephone, email and remote access
- Provide technical assistance to sales, molecular application specialists and marketing as required
- Customer complaint handling including receiving, logging, investigating, resolving with customers and tracking/trending of complaints in compliance with the Quality System requirements
- Report tracking and trending of field product performance metrics for both system and assay data to enable continuous improvement
- Responsible for answering customer calls and trouble shoot issues after normal business hours and on weekends
- Participate in developing and implementing new product and technical support plans to ensure successful launch and customer support
- Ensure fact-based scientific, engineering and analytical best practices and principles are utilized to accomplish tasks
- Provide an open environment and promote teamwork across the organization
- Demonstrate and advocate the Cultural Beliefs
- Assist with special projects as requested and perform additional duties as required
Benefits
- Medical, dental and vision insurance
- 401(k) and 401(k) matching
- Paid time off
- Long Term Incentive Plan (available at certain position levels)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
