• Technical Service Specialist

    Job Locations US-VA-Manassas
    Job ID
    ATCC Federal Solutions
  • 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 Specialist uses advanced customer service skills and product knowledge to resolve customer technical inquiries, including elevated inquiries and complaints.  The incumbent serves as a liaison between Technical Service and other departments to identify and document information necessary to resolve customer issues in a time sensitive manner.  This position recommends procedures and improvements to maximize the quality, accuracy and timeliness of technical service support.  The Technical Service Specialist actively supports and complies with all corporate and program policies and procedures.


    1. Responds to telephone, electronic and written technical questions relating to ATCC products. These inquiries may be elevated by TSRs as well as received directly from distributors and customers.
    2. Identify informational needs to respond to common and complex technical inquiries for ATCC products. Work with IT, BioProduction, Marketing, Quality Assurance and scientific staff to locate, compile and document information for future retrieval. 
    3. Serves as an advanced resource for customer technical inquiries, assisting to resolve customer inquiries triaged and elevated by TSRs and CSRs  
    4. Advises and recommends improvements to maximize the quality and timeliness of technical service support. 
    5. Generates supporting technical bulletins, FAQs and other customer support tools. 
    6. Participates in writing and reviewing technical service SOPs and work instructions. 
    7. Participates in the development of new products in conjunction with the scientific staff, Marketing and Product Development. 
    8. Identifies continuing scientific training for TSRs to increase technical competency.  
    9. Works with the TSR team to attain efficiency goals for handling customer inquiries. 
    10. Implements marketing programs requiring contact with customers including follow up on leads and selling programs. Participates in tradeshows and scientific meetings, which may include booth duty and presentations of ATCC products and services.
    11. May function as a back up to the Supervisor, Technical Services ensuring compliance with required policies, work instructions and scheduling.
    12. Performs other related duties as assigned.


    Education and Experience:

    • A Master’s degree in a life science discipline with 1 to 3 years of applicable experience or Bachelor’s degree with 3 to 5 years of applicable experience either in the laboratory or in technical support for biological products is required.
    • First-hand experience with common laboratory techniques and procedures is preferred. 
    • Must have a minimum of one year experience in customer or technical service problem resolution in a customer contact center environment, field technical support, field sales or phone sales.


    Knowledge, Skills and Abilities: 

    • Must be knowledgeable of scientific research procedures
    • Ability to train others in science or customer service skills
    • 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

    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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