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Technical Service Information Specialist

Technical Service Information Specialist

Job ID 
2017-1891
Job Locations 
US-VA-Manassas
Department 
Sales & Marketing
Posted Date  
..

More information about this job

Overview

Founded in 1925, ATCC is a non-profit organization with a mission to acquire, authenticate, preserve, develop, standardize, and distribute biological materials and information for the advancement and application of scientific knowledge.


The Technical Service Information Specialist responds to complex technical inquiries from customers in a competent, professional, and timely manner.  The incumbent serves as a liaison between Technical Service, BioProduction, scientific staff, Quality Assurance, IT and Marketing to identify, obtain and document information necessary to formulate standard and quality responses to product performance questions.  This position will recommend specialized training and tools to equip Technical Service Representatives (TSRs) to address common performance questions across a wide range of similar products.  The incumbent actively supports and complies with all ATCC corporate and program policies and procedures.

Responsibilities

  • Serves as an advanced resource for customer technical inquiries relating to ATCC products in the scientific specialty, assisting to resolve complex customer inquiries triaged and elevated by TSRs and CSRs Inquiries also may be transferred from other ATCC departments or received directly from distributors and customers. 
  • Identifies informational needs to respond to common and complex technical inquiries for assigned ATCC products. Work with IT, BioProduction, Quality Assurance, Marketing and scientific staff to locate, compile and document information for future retrieval. 
  • Recommends and assists to develop process improvements to maximize the quality and timeliness of technical service support. 
  • Works closely with TSR team to attain efficiency goals for handling customer contacts and problem resolution. 
  • Writes supporting technical bulletins, FAQs and recommends other customer support tools 
  • Participates in writing and reviewing technical service SOPs and work instructions.
  •  Participates in the development of new products in conjunction with scientific staff, Marketing and Product Development.
  • Identifies and coordinates continuing scientific training related to existing or new products for TSRs to increase technical competency in designated specialty areas. 
  • Implements marketing programs requiring contact with customers including product and application seminars at key accounts and follow up on leads. Participates in tradeshows and scientific meetings, which may include booth duty and presentations of ATCC products and services. 
  •  Performs other related duties as assigned

 

Qualifications

 

Education and Experience:

An advanced degree (M.S. or Ph.D.) in a life science discipline with a minimum of 1 or more years of first-hand laboratory experience in mammalian cell culture and cell-based assays is strongly preferred. A Bachelor’s degree with 3 to 5 years of relevant experience in mammalian cell culture techniques, sound knowledge of cellular and molecular biology laboratory procedures and/or experience in technical support for cell biology products is required. Must have demonstrated experience in assessing complex experimental data and interacting with scientists such as in field technical support or customer contact center experience. Must be adept at troubleshooting, creative problem solving and interacting with customers to develop an in depth understanding of customer objectives and define approaches and solutions to address their needs. Excellent interpersonal, verbal and written communications skills are required, including demonstrated ability to present highly technical information to customers, non-technical persons and other team members as needed. Proficiency with Microsoft Office is required.

 

Knowledge, Skills and Abilities:

  • Must be knowledgeable in scientific specialty area and stay abreast of new applications.
  • Must be a team player as well as be able to work independently
  • Must have excellent interpersonal skills and be a good listener
  • Must possess a strong sense of urgency and be adept at assessing problems, troubleshooting, creative problem solving and applying sound judgment
  • Must be proficient with PC desktop environment to include Microsoft Office and database applications
  • Attention to detail and demonstrated organizational skills and handling multiple priorities are essential
  • Excellent written and verbal communications skills are a must, including presenting technical product information to customers and staff 

ATCC is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.