What are the responsibilities and job description for the Technical Support Engineer position at Bio-Techne?
By joining Bio-Techne, you'll join a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics. Bio-Techne, and all of its brands, provides tools for researchers to further treat and prevent disease worldwide.
Pay Range :
53 000,00 - $87 200,00
By joining Bio-Techne, you'll join a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics. Bio-Techne, and all of its brands, provides tools for researchers to further treat and prevent disease worldwide.
Lunaphore is now part of the Spatial Biology Division of Bio-Techne. Lunaphore provides solutions based on a groundbreaking chip technology that can extract spatial proteomic and transcriptomic data from tumors and other tissues, transforming any assay into multiplex spatial biology with an intuitive approach.
MISSION
As the first point of contact, the Technical Support Engineer is the fundamental and foundational role in answering questions about our systems, applications, products and services, troubleshooting, and technical support. The role will also importantly support the commercial team to facilitate achieving sales objectives in designated geographies.
ACTIVITIES
- This position reports to the : Technical Support Manager.
- Understand in depth the different hardware, software and applications of the products.
- Understand thoroughly all the technical aspects of the products from the device perspective, the manufacturing and design side, as well as on the basic application side.
- Provide first-line technical support for customers using Lunaphore products and services, assays and applications.
- Troubleshooting and diagnosis of customer systems and application issues.
- Provide basic and advanced remote troubleshooting and solutions to customers.
- Be the first line of diagnosis and solution execution through log analysis and remote log in on customer instruments. Manage execution of solutions through FSE deployment when required.
- Log and manage customer queries and issues using relevant Lunaphore ticketing process, SOPs and software.
- Document thoroughly and in timely manner all customer issues and troubleshooting steps in relevant Customer Support systems.
- Lead the design and implementation of new processes, solutions, and SOPS to drive efficiencies.
- Manage the escalation process with support of field teams and appropriate internal departments.
- Support the production of technical content for external and internal use.
- Manage and present customer feed-back within the company.
- Support the management of the support questions database.
- Collaborate effectively with the Sales, Marketing, Customer support and R&D in order to address the customer needs and provide high quality support.
- Provide detailed customer issues and complaints to report to upper management.
- Help defining customer requirements and applications for new products.
- Drive for results by consistently achieving goals and pushing to complete tasks by their deadlines.
- This position includes limited traveling to customer sites and training location where necessary.
REQUIRED COMPETENCIES
ADDITIONAL SKILLS
Why Join Bio-Techne :
Bio-Techne is an E-Verify Employer in the United States.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
To protect the interests of all, Bio-Techne will not accept unsolicited resumes from any source other than a candidate application. Any unsolicited resumes sent to Bio-Techne will be considered Bio-Techne property.
Salary : $53,000 - $87,200
