Biotech Technical support (MA)

Job Summary

We are looking for a Technical Support Engineer with a background in biotechnology or life sciences to join our team. This position is responsible for providing high-quality technical support to customers, resolving technical issues in product applications, and ensuring customer satisfaction with the company's products. As a bridge between customers and the company, you will work closely with R&D, sales, and product managers to help customers successfully apply our products.

Qualifications:

● Master’s degree in biotechnology, life sciences, molecular biology, biochemistry, or related fields.

● Experience with Automatic Workstations (e.g., Beckman, Tecan, Hamilton, or others) preferred.

● Laboratory operation and technical background, with a preference for qPCR, NGS, protein analysis, cloning, mRNA techniques.

● Strong customer service and communication skills, able to efficiently solve problems and provide technical support.

● Ability to work under pressure and handle multiple tasks.

● Team player with cross-department communication skills.

● Fluent in English, with good written and verbal communication skills.

Duties:

- Customer Support:

a. Provide technical support, and answer customers' technical questions about the company's products and applications (via phone, email, remote, or on-site).

b. Assist customers in troubleshooting technical issues in experiments, and provide troubleshooting solutions.

c. Participate in customer training and product demonstrations to ensure correct product usage.

d. Run scripts and troubleshoot instruments and equipment for clients, deliver scripts and experiments on-site when necessary.

- Cross-Department Collaboration:

a. Work with the sales team to visit customers, help identify customer needs, and provide technical support to promote sales.

b. Collaborate closely with the application development team to relay customer issues and propose improvements.

- Marketing Support:

a. Assist the marketing team with product launches, and technical promotions, and participate in technical seminars and exhibitions.

b. Support new product development and improvement based on market feedback and provide user experience reports.

- Product Optimization:

a. Assist in improving product performance and customer experience based on customer feedback.

b. Track and analyze trends in customer technical issues and propose continuous improvement suggestions.

c. Conduct experimental operations on-site when necessary to solve customer product usage issues.