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

A Technical Support Specialist is responsible for providing remote support and high-level hardware and assay troubleshooting for customers.  Employee will provide technical and biological support for GSD customers primarily via telephone and email. Duties may include “on-call” hours which are worked remotely and with flexible hours, including after business hours support and weekend on-call. Work in the laboratory may include manual and automated ELISA, Lyme Line Blot, and RPR testing to aid in complaint troubleshooting resolution. Employee will keep detailed documentation of tickets and complaints. The future employee will gain a dynamic understanding of hardware and assay troubleshooting along with hands on experience using multiple biological instruments and laboratory techniques.

Essential Duties & Responsibilities

1. Work with customers to provide technical and biological assistance over the phone and via email
2. Meet and exceed company KPIs
3. Keep detailed documentation of customer communications
4. Provide on call technical support coverage to address complaints and resolve customer issues as needed
5. Follow complaint handling procedure and complete necessary documentation
6. Recognize, communicate, and present product issues, complaints, and improvements to management
7. Verify and maintain proper functioning of laboratory equipment
8. Troubleshoot, test, and repair instrumentation as needed
9. Compile, review, and present customer assay data  
10. Establish and maintain the phone system organization/workflow
11. Complete laboratory testing for relevant tickets/complaints, including: manual/or automated ELISA, automated Lyme Line Blot, and automated RPR testing
12. Periodic travel to customer sites for assay/hardware troubleshooting and proactive customer support

Non-Essential Responsibilities

1. Maintain cleanliness of laboratory and equipment
2. Assist laboratory with meeting regulatory requirements
3. Assist with Applications projects when needed
4.  Provide employee training when needed
5.  Assist Technical Services and Applications with related projects as needed

Qualifications

Education/Experience

• B.S. or B.A. required
• 1+ years of diagnostic industry or related work experience required
• B.S. degree in biological science, biomedical engineering, or related field is preferred

Computer Skills

• Proficient in Mic