ATCC

  • Technical Services Representative

    Job Locations US-VA-Manassas
    Job ID
    2018-2050
    Department
    Sales & Marketing
  • 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 Representative responds to technical inquiries from customers in a competent, professional, and timely manner. The incumbent serves as a liaison between the customer and the ATCC scientific staff, triaging inquiries that are beyond the scope of the Technical Service Representative’s expertise. The TSR also provides support and assistance to Customer Service Marketing.  

    Responsibilities

    1. Responds to customers’ telephone, electronic (fax, web and email) and mail inquiries relating to ATCC products.
    2. Conveys product information to customers utilizing various ATCC databases and search functions.
    3. Routinely answers questions concerning selection of products, growth characteristics and requirements, culturing procedures and applications of ATCC organisms and their related products.
    4. Supports Customer Service staff with product information thereby assisting them with timely completion of order processing.
    5. Serves as a liaison between customers and ATCC scientific staff. Answers customer inquires, but is able to recognize when assistance is required – thus triaging the inquiries to the appropriate scientific staff.
    6. Inputs and tracks customer problems and requests according to policies and procedures. Handles requests for replacing products.
    7. Participates in continuing training to expand scientific knowledge, to enhance customer service skills and to increase understanding of ATCC
    8. Interacts with ATCC scientific staff and Marketing to increase technical competency in designated specialization areas as well as to exchange information for marketing purposes.
    9. Completes customer contacts in a timely and orderly fashion.
    10. Acts in a leadership capacity for the assigned product line group.
    11. Assists with training and mentoring of new TSRs.
    12. Conducts training sessions for TSRs and CSRs, as assigned.
    13. Implements marketing programs requiring contact with customers including follow up on leads and selling programs.
    14. Participates in tradeshows and scientific meetings, as assigned.
    15. Demonstrates familiarity with software applications and competency in navigating required databases.
    16. Completes required paperwork on time and in a legible manner according to established procedures and parameters. Responds positively to requests for required data accumulation.
    17. May work on projects that can be difficult in nature under general supervision.
    18. Performs other related duties as assigned.

    Qualifications

    Education and Experience: 

    • A Bachelor’s degree in a biological science
    • 3 to 5 years of related experience or a Master’s degree with 1 or more years of related experience is required.
    • Proficiency with computers and their applications is required.
    • Experience in technical service, customer service, and/or experience in a laboratory is preferred.

     Knowledge, Skills and Abilities: 

    • A strong scientific background
    • Strong verbal and written skills
    • Excellent interpersonal and communication skills
    • Ability to determine when customer’s question has been answered or needs to be elevated
    • Ability to handle multiple priorities under time-critical constraints
    • Must be able to work independently as well as a part of a team
    • Proficiency with office software, i.e. Excel, Word, Outlook

    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.

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