Field Technical Service Representative - Southwest

It's fun to work in a company where people truly believe in what they are doing!

Neogen is looking to hire a Field Technical Service Representative who resides in the Southwest region of the United States. As a member of the Field Technical Service Team, you will be involved in providing technical support to customers and sales representatives. Technical support involves technical demonstration, product installation and training, post-sale customer experience, and troubleshooting.

Principle responsibilities

• Troubleshoot products, provide technical expertise, customer service and assistance to external customers
• Collaborates with other functions to ensure customer requests are fulfilled
• Provides effective communication to customers through the use of email and phone
• Appropriately routes calls to other departments (ex. customer service, service center)
• Perform follow up calls as required to external customers in a professional manner
• Escalates customer issues to management
• Participates in all reasonable work activities as assigned and deemed appropriate by management

Basic qualifications

• 4-year degree in chemistry, biology, food science or related field
• 2 years of experience with food safety and quality systems and/or microbiology or analytical lab environment
• Excellent communication skills
• Ability to learn new technologies / processes
• Willing to travel (domestic) 50% of time
• Live in one of the following states near an airport: Colorado, Idaho, Utah, Arizona, and New Mexico

Preferred qualifications

• Post-graduate degree in chemistry, biology, food science or related field
• 5 years of experience with food safety and quality systems and/or microbiology or analytical lab environment
• Experience with diagnostics tests for the food industry
• Customer service experience or sales experience
• Bilingual - English and Spanish

Why You Matter

As a key member of the technical team, the Field Technical Service Representative will be responsible for providing best-in-class technical support to customers. You will play a pivotal role in supporting food industry professionals in their efforts to maintain the highest standards of safety and quality. Your responsibilities will encompass providing technical expertise, training, and troubleshooting support to our customers, empowering them to enhance the safety and quality of their food products.

What You’ll Do

• Customer Support: Serve as a primary point of contact for our food industry customer, offering exceptional technical support and guidance. Address inquiries, resolve technical issues, and provide insights into optimizing the use of our diagnostic tests. Understand the operational impacts of quality and food safety systems, quality metrics, and other KPIs to food production and manufacturing.

• Product Expertise: Develop and maintain an extensive knowledge of our diagnostic test products, including their features, applications, and technical specifications.

• Training and Education: Conduct comprehensive training sessions, workshops, and product demonstrations for customers and internal teams, ensuring they have a practical understanding of our diagnostic solutions.

• Troubleshooting Expertise: Identify and resolve technical challenges and issues related to the implementation and utilization of our diagnostic tests. This may include on-site visits when necessary.

• Documentation: Maintain detailed and organized records of customer interactions, technical problems, and resolutions to facilitate efficient issue tracking and resolution. Record business activity and process in CRM environment (Salesforce).

• Collaboration: Collaborate closely with cross-functional teams, including sales, marketing, research and development, and quality assurance to relay customer feedback and contribute to product improvement initiatives.

• Quality Assurance: Participate in quality control processes by engaging in product testing and validation activities, ensuring the accuracy and reliability of our diagnostic tests.

• Continuous Learning: Stay current with industry trends, advancements in diagnostic technology, and relevant regulatory requirements to provide up-to-date and effective technical support.