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.
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:
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.