(Senior) Technical Service Specialist

Job Summary

Responsible for technical support for Endosafe® (including automated NEXUS system), Accugenix® AxcessTM or Celsis™ and their associated systems. Support Endosafe®, AXCESSTM or Celsis™ product line development providing input and testing for new product design specifications, validation, and change controls.  Support internal and external customers with new and changes to the above product lines. Drives the onboarding of new customers and continued customer satisfaction of our clients. Manage activities to help meet revenue targets and goals for the business.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

Subject Matter Expertise for Endosafe® portfolio

• Maintain subject matter expertise in at least one of the Endosafe®, AxcessTM or Celsis™ portfolio.
• Applies technical/scientific skills to develop existing accounts and compete for customers together with the Account Management team whether for portfolio sales.
• Applies technical/scientific skills to develop existing accounts and compete for customers together with the Account Management team whether for products sales or services sales.
• Provides technical leadership and supports customer onboarding, provide customer training, qualify leads, perform test demonstrations and help close new business opportunities during customer start up and continued account management.
• Recommends or performs remedial actions to troubleshoot customer issues related to application, reagents and software for the assigned product line.
• Establishes regular interface and communication with the Account Management and Field Service team to relay shared goals and targets; develop co-strategies to achieve defined targets; and work cohesively as a team to provide excellence in service to clients.
• Builds relationships with customers to influence the acceptance and use of MS portfolio.
• Supports internal training for new launches and changes to product lines under responsibility.
• Responsible for the installation, initial training and validation/application development support for customers, ensuring full and continued utilization of Microbial Solutions products.
• Generates, reviews or revises related Standard Operating Procedures (SOPs) related to Technical Services.
• Conducts seminars and hands-on workshops and support marketing educational activities related to portfolio.
• Participates in investigations (e.g. root cause analysis, impact analysis, risk assessment, corrective actions etc) and assists QA department in the event of any or audits in area of specialization.
• Participates and assumes support role in tradeshows and seminars.

General requirements:

• Maintains confidentiality of all Client information according to internal SOPs, Quality Service Agreements, and regulatory requirements.
• Maintains appropriate records and documentation of activities to facilitate continuous compliance to ISO 9001, ISO/IEC 17025, cGMP, PIC/S, Company local & global SOPs and data integrity principles and requirements, where appropriate.
• Actively seeks improvement within area of responsibility and takes necessary action to implement such improvements.
• Adheres to Company Policies and Procedures, including Code of Ethics and to Health and Safety requirements.
• Performs all other related duties as assigned.

Job Qualifications

• Education:  Minimally Bachelor’s degree (B.S.) or equivalent in Microbiology, Life Sciences, Biotechnology or any other related scientific discipline.
• Experience:  Minimum 3-5 years of relevant industry experience, preferably 3 of which should involve customer-facing responsibilities.
• Understanding of Biology/Microbiology in the Pharma setting is an advantage
• An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
• Other: Must possess excellent communication and presentation skills.  Proficient in the use of Microsoft Office applications