Technical Support Scientist

Join EnviroLogix and you'll be a part of a team that is pushing diagnostic boundaries forward in the life science laboratories, grain markets and the food supply chain. We value the diverse knowledge and experience of all team members and seek cross-functional teams at every level. From the beginning, our motivation has been to create breakthrough diagnostic technologies, seeking innovative ways to help customers solve their problems. The drive to pioneer advancements continues today, as we develop smart, simple diagnostic technology.
Job Description
General Summary:
This position will provide a resource for customers and internal employees for pre- and post-sales Technical Support. It will assist the marketing and sales team, as needed, with customer training, trade shows and selected customer visits up to 20% of his/her time. Primary customer interface will be by telephone and e mail with customers and field staff. It will provide first-line diagnosis of customer issues and work with the Manager of QC/Technology Solutions, Senior Technical Support Scientist, QA, and R & D Managers for more complex support. It will also act as 2nd line source for pre-sales explanations of protocols and suitability of products for specific applications, as backup to the sales force. It may function in the Quality Control laboratory as an additional bench scientist if needed.
Responsibilities Include:

• In-house Technical Support for sales-related questions.
• Training sales reps on basic pre- and post-sales explanations of product capabilities, limitations, procedures and interpretation.
• Preparation of triage guidelines for rapid, accurate and complete collection of customer-reported problems, and basic disposition.
• Field and virtual training of customers, sales force and, potentially, distributor sales force.
• Bench investigation of product/lot performance for reported problems using in-house retains, customer-returned product and customer-provided samples, as appropriate.
• Comparative analysis through review of development studies and incident report files.
• In-house support with validations, spot checks, performance verifications, etc.
• Troubleshoot customer problems through problem diagnoses and resolutions in partnerships with in-house technical resources and others as needed. Contribute to plans and implementation efforts for addressing more complex issues as needed.

• Trade show booth support; customer meetings.
• Participation in technical seminars, symposia for product promotion.
• Feedback on product design, new product specifications, product change requests.
• Other duties as requested.

Reports To: Director of Quality Technology
Skills Required:

• Good understanding of lateral flow devices and ELISA, PCR or other DNA testing also helpful.
• Strong quantitative and analytical skills; creative problem solving
• Positive work ethic, ambitious and passionate attitude
• Ability to prioritize, multi-task and perform effectively under pressure
• Analyze performance results to drive improvement; process focused
• Strong written and verbal communications skills
• Excellent presentation skills
• Ability to advocate for both EnviroLogix and the customer
• Ability to be effective on independent field visits
• Relationship management skills, including ability to resolve difficult customer situations.
• Ability to adapt to varying customer situations and using effective listening skills, understand and respond to the unique needs of each customer
• Ability to work collaboratively with internal departments to solve problems and address customer needs
• Strong organizational, time management, and prioritization skills
• Proficiency with laboratory data analysis and reports
• Ability to organize and facilitate on site product validations
• Creative and innovative problem solver
• Proficient with Microsoft Office based applications

Requirements:

• BA/BS degree or equivalent experience; engineering, chemistry, life science or related sciences
• Minimum of 2 years' experience in BioTech product development, Technical Support, or technical customer success positions

Physical Requirements:

• Ability to stand and sit for extended periods
• Ability to extend and reach with hands and arms; and use hands and fingers to handle, squeeze, twist and manipulate objects, controls and tools
• Ability to lift, move, and carry up to 60 pounds
• Ability to communicate verbally by phone and in person

EnviroLogix is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, religion, color, sex, age, disability, sexual orientation, genetic information, national origin, or veteran status.