Element Biosciences - Technical Support Engineer - EMEA
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 • Hands on instrument experience with NGS technologies, including library preparation, sequencing, and data analysis a plus • NGS run performance troubleshooting is a plus • Experience parsing large instrument logs to identify irregularities in common patterns to develop technical recommendations • Ability to develop automated troubleshooting tools is a plus • Experience with customer network setup for both pre and post sales support a plus • 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 and second language such as French or Italian is preferable • Rarely moves boxes weighing 20+ pounds • Location: • Remote – The Netherlands is a strong preference • Travel: • Approximately 10% international and domestic • Job Type: • In addition to base compensation noted above, you will be eligible for stock options, discretionary annual bonus, no cost health insurance plans, 401k with company match, and flexible paid time off. • Please note: Base compensation will depend on multiple factors, including geographic location, qualifications, and experience.
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
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT