Title: Technical Service Scientist
Location: US-California-San Diego
Job Number: TEC100OO
Responsible for providing technical support (via phone and/or email) to customers, subsidiaries and distributors, field personnel, and others on reagents and software research and clinical applications in flow cytometry. Assists customers to effectively navigate through product lines which best represent their needs. Individual will maintain technical service databases and reference files, actively participates in maintenance of quality system. Represent BD Biosciences at trade shows and conferences. Identifies new product leads, works with the team and communicates effectively within the team.
This role is also responsible for bringing fresh ideas, establishing strong customer connections and increasing lifetime customer value.
* Responds to routine inquiries, as well as more complex issues. Analyzes and troubleshoots customer reagent/software/applications problems via phone, e-mail or remotely. Determines expert solutions to effectively resolve problems. Communicates thorough and practical solutions to customers, ensures timely follow up to verify resolution and ensure customer satisfaction. Applies excellent customer service skills to each interaction.
* Accurately records basic inquiry details and/or actions taken to resolve problems in appropriate databases to provide historical records, identify trends, make recommendations, and document product complaints per department policies. Ensures the appropriate approval is present before completing transactions, as required. Maintains a consistently high level of quality in documentation practices.
* Maintains knowledge on BDB Cell Analysis reagents, software and applications, and develops knowledge in other overlapping areas. Maintains technical competency for all assigned/supported products and applications, and keeps up with new product releases. Stays abreast of current technologies as applied to supported product lines. Maintains own training records.
* May act as a product expert within the team for a particular product line or application, as available/required. May participate in product development teams as appropriate. Actively shares new knowledge with the group during team meetings and/or as FAQ submissions.
* Develops and maintains working knowledge of all technical applications used in product development of the research products, especially pertaining to customer expectations for technical service support.
* Identifies significant trends or new issues of strategic importance and communicates them to management, production, marketing, or other group, as appropriate. Participates in product incident report/customer complaint reporting systems. Provides formal and informal feedback and recommendations and suggestions for continuous improvement. Makes recommendations for new products and applications, and enhancements for existing products, based on customer feedback or own ideas.
* May assist in editing technical materials such as TDSs, catalogs, product announcements and other marketing collateral. Participate in product beta-testing or validation as required.
* May be assigned special projects/tasks, including training other associates in the department.
* Keeps abreast of the basic requirements for ISO compliance in own area of work and complies with those requirements. Participates as required in training on regulatory issues affecting own area of work. Brings regulatory compliance questions/issues to the attention of management. Comply with all departmental and company policies, SOPs and other instructions.
* Promotes a safe work environment. Follows BD Biosciences Environmental, Health and Safety (EH&S) policies and procedures. Takes responsibility for safety in immediate work area. May provide recommendations on maintaining the safety of the work environment. Participates in Environmental Health and Safety programs. Addresses corrective actions whenever a hazard is identified. Notifies supervisor of all observed hazardous conditions or unsafe work practices.
* Performs other related duties and assignments as required.
Qualifications:
REQUIREMENTS
* Minimum BS in life sciences is required; Ph.D. preferred
* 4 years of laboratory experience in immunology, cell biology or related fields
* 1-3 years hands-on experience in flow cytometry
* Knowledge of bioimaging applications and/or software is desirable
* Solid computer literacy is required (proficiency in Microsoft Word, Excel, and Power Point)ASSETS
* Demonstrated proficiency in communication, organizational and writing skills
* Strong presentation and publication record in peer reviewed journals
* Substantial knowledge of current scientific literature, and state-of-the-art technologies, theories, principles
* Previous experience with product support or customer support is a plus
Job: Technical / Field Service