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Product Support Engineer

Company: Bio-Techne
Location: san jose
Posted on: May 3, 2021

Job Description:

Job Details

Level: Experienced

Job Location: San Jose - San Jose, CA

Position Type: Full Time

Education Level: Bachelor's Degree

Salary Range: Undisclosed

Travel Percentage: Up to 25%

Job Shift: Day

Job Category: Customer Support/Service

Description

By joining the Bio-Techne team you will have an impact on future cutting-edge research. Bio-Techne, and all of its brands, provides tools for researchers in Life Sciences and Clinical Diagnostics.

Position Summary:

The Product Support Engineer will serve as a subject matter expert responding to and managing non-assay related technical requests for assistance from the Technical Support team, Field Applications Scientist, and Field Service Engineer teams. This individual will serve as a conduit to drive platform performance between all functions including cartridge production, hardware assembly and software for the Simple Western product lines. Additionally, the role includes developing, organizing and conducting technical training for the Field Service team and working closely with Engineering and Operations teams to stay appraised of internal production trends and improvements.

Key Responsibilities:

* Lead customer problem resolution and complaints, managing and documenting incoming platform inquiries, actively updating, maintain and monitoring open issues to support quick resolution of customer complaints. * Support the field service team in conducting field investigations, identify root cause or support through full resolution. * Support the global FSE team by maintaining accurate spare parts and assemblies in internal systems. * Maintain a solid understanding of the Simple Western platform warranty program and Service Agreement options. * Work with Technical Support and the FSE organization to document information and recurring technical issues to support product quality programs and product development. * Facilitate recurring and as-needed in-factory and self-paced Simple Western platform technical training for the Field Service Engineers, including any necessary certification programs. * Monitor platform complaints via metrics and be the voice of the customer to promote and drive internal continuous improvement and/or training. * Author quality documentation such as ECOs, SOPs and FSBs as required. * Perform additional duties as assigned.

Qualifications

Education and Experience:

* Bachelor's degree in Engineering, Bioengineering, Biological Sciences, Biotechnology, or equivalent required. * A minimum of 5 years of related experience working in a Life Science, Medical Device, or cGMP environment. * Customer service or customer facing experience is strongly preferred. * Working knowledge of CRM databases, LIMS, Microsoft Word and Excel are required. * Must have good verbal and written communication skills.

Education and Experience:

* Bachelor's degree in Engineering, Bioengineering, Biological Sciences, Biotechnology, or equivalent required. * A minimum of 5 years of related experience working in a Life Science, Medical Device, or cGMP environment. * Customer service or customer facing experience is strongly preferred. * Working knowledge of CRM databases, LIMS, Microsoft Word and Excel are required. * Must have good verbal and written communication skills.

Keywords: Bio-Techne, San Jose , Product Support Engineer, Other , san jose, California

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