Technical Support Specialist (Scientific Products)

Would you like to join an innovative team driven by a bold vision – unleashing tools to accelerate breakthroughs in human health?

It is an extraordinary time for Standard BioTools. Our technology is empowering customers to improve life through comprehensive health insight. We invite you to join a leading provider of indispensable life sciences tools that is accelerating global research on multiple frontiers of human health.

At Standard BioTools, we are building a positive culture where our people can do the best work of their careers, informed, and influenced by our core behaviors:

• Be accountable and deliver on commitments
• Drive continuous improvement
• Be collaborative and work as one team: fostering communications in a learning, coaching, and helpful environment
• Keep customers front and center in all of our work

Standard BioTools is looking for a highly-motivated Technical Support Specialist to join a dynamic and collaborative team. The individual will support our customers from an applications and systems perspectives.

Description:

• Track customer complaints, identifying trends and conducting failure investigation with cross-functional teams, all the while meticulously following SOP to ensure that every customer interaction gets logged into the call tracking database
• Serve as our primary customer contact on technical product and application-related issues, resolving issues and tackling queries in a manner that inspires confidence
• Take full ownership of assigned cases, guiding them through troubleshooting or escalation to final resolution
• Provide exceptionally competent phone and email support to our customers, distributors and staff
• From time to time, maybe required to be on call, or work additional hours
• Conduct demonstration experiments on our mass cytometry applications, analyze and present data to customers and develop customer-facing training materials and documents

Minimum Qualifications:

• Proven experience in at least one of the following: sample preparation, data acquisition or data analysis, combined with experience in customer support (preferably in the life sciences)
• Outstanding troubleshooting and problem solving skills combined with a genuine desire to see the customer succeed
• BS degree with five years of relevant experience in Mass Cytometry, flow cytometry or an allied discipline, and at least three years of customer or technical support experience. Alternatively, Masters or PhD in Science with 2 years of relevant experience in Mass Cytometry.
• The ability to thrive on challenge within a dynamic organization at the forefront of scientific progress
• Self-motivation, attention to detail and excellent communication skills