Technical Support Specialist

Technical Support Specialist

Job Overview
Job Order:JO000085028
Date Posted:Apr 9
Metro Area:
Start Date:Apr 22

Please email resumes to

Carlsbad, CA
The Technical Support Specialist will serve as a key contributor to the Commercial team, during a pivotal stage in our Company’s growth. This position is responsible for providing direct and indirect customer technical support for 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.

Essential Duties

  • 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

Skills - Technical

  • Technical support or field service experience in supporting medical or bioresearch products preferred
  • In depth knowledge and troubleshooting of applied molecular biology assays and related instrumentation
  • Familiarity with Quality System Regulations and ISO requirements for complaint handling, document control and quality control
  • Experience in the medical device, IVD or biotechnology industries, preferably directly involved in commercial operation or product development
  • Ability to understand complex scientific, engineering and business concepts