Technical Support Engineer
New
E
Element BiosciencesBiotechnology
Remote position based in Europe; The Netherlands is a strong preference, Must be flexible in working hours as this position may require customer support during non-regular business hoursFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- Fluent English speaking is a must and second language such as French or Italian is preferable
- Experience
- Minimum 2 years of experience with customer support and/or in biotech industry
- Required Skills
- Data AnalysisTechnical supportCRM
Requirements
- Bachelor’s degree Mechanical Engineering, Bioengineering, Electrical Engineering, Computer Science, or related field
- Minimum 2 years of experience with customer support and/or in biotech industry
- Experience working with instrumentation with optics, microfluidics, and electromechanical systems
- Experience parsing large instrument logs to identify irregularities
- Proven experience in experimental design, data interpretation, and scientific documentation
- Excellent verbal and written communications skills
- Good technical writing abilities
- Fluent English speaking is a must
- French or Italian language skills are a plus
Responsibilities
- Provide frontline technical customer support for customer inquiries and system issues via phone and email
- Manage Instrument and software related customer issues with internal and external support teams to drive issue resolution
- Triage general customer complaints and delineate applications vs software vs hardware issues
- Partner closely with regional and global field service and field applications teams to quickly diagnose and address customer end-to-end workflow issues
- Contribute to the development of instrument troubleshooting methods and tools
- Utilize service CRM software to dispatch and accurately document work in a timely manner
- Identify and contribute to group continuous improvement initiatives
- Provide instrumentation and software feedback to R&D and product quality teams
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