Senior Technical Support Specialist

Company Description

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate.

Eurofins is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organisation services. Eurofins is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organisations. The Group also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.

In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to 55,000 staff across a decentralised and entrepreneurial network of 900 laboratories in over 50 countries. Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

In 2020, Eurofins generated total revenues of EUR € 5.4 billion, and has been among the best performing stocks in Europe over the past 20 years.

Job Description

Gold Standard Diagnostics provides comprehensive diagnostic solutions that improve lab efficiency and minimize overall costs. Through an extensive product menu, automated instrument platforms, and outstanding customer service, we solve real laboratory problems. The result is a seamless laboratory experience achieved through our integrated approach. GSD provides a total solution that improves laboratory efficiency while maintaining low total cost of ownership for instrumentation, consumables, and support. At Gold Standard Diagnostics, we strive to simplify the laboratory experience.

Summary

The Senior Technical Support Specialist is responsible for demonstrating expertise in using multiple biological instruments and software systems; verifying proper functioning of biological assays on GSD supported instrumentation; providing remote support and troubleshooting assistance for customers; maintaining detailed documentation of complaints; and assisting the technical service team with training and occasional onsite customer visits as needed. This position is primarily intended to provide expert level technical and biological support for GSD customers via telephone and email and may include “on-call” hours which are worked remotely and with flexible hours.

Essential Duties & Responsibilities

1. Work with customers to provide technical and biological assistance over the phone or via email or through remote sessions.

2. Take lead role in developing skills of the team and help train on customer communication and product problems resolution skills.

3. Develop training tools and troubleshooting guides and help improve the knowledge of the technical support team.

4. Keep detailed documentation of customer communications by following the complaint SOP.

5. Participate, contribute, and develop process improvement solutions including implementation of the technical service management software as well as contact center solutions to manage customer calls and emails.

6. Provide consistently superior on call technical support coverage to address complaints and resolve customer issues by reducing field visits.

7. Monitor performance levels and help come up with plan to address gaps in response.

8. Conduct customer survey to continuously improve performance.

9. Recognize and communicate product issues, complaints, and improvements to management.

10. Verify and maintain proper functioning of laboratory equipment.

11. Troubleshoot, test, and repair instrumentation as needed.

12. Lead customer issue resolution through compilation and review of customer assay data

13. Assist laboratory with meeting regulatory requirements.

14. Visit customer on regular basis to train, resolve application and system issues to improve relationships and resolve issues.

15. Establish and maintain the phone system organization/workflow.

16. Complete laboratory testing for relevant tickets/complaints, including manual/or automated ELISA, automated Lyme Line Blot, and automated RPR testing.

Non-Essential Responsibilities

1. Maintain cle