From drug discovery and development to analytical testing, Biotage supports the work that drives progress in life science and improves human health. With expertise in separation and purification technologies and versatile, intelligent workflow solutions, we help optimize processes for more than 5,000 customers worldwide.
Our mission is clear: to empower scientists to simplify and accelerate discovery and development.
We are seeking a Technical Support Specialist at our US Headquarters located in Charlotte, NC. This role is hybrid – 3 days a week minimum in office.
The primary responsibility of the Technical Support Specialist (TSS) is to deliver exceptional technical support to Biotage customers in the Americas, as well as to Field Service and Sales personnel. As a key member of our 1-Point Technical Service Support team, the TSS provides logistical and administrative support to both internal and field-based employees, including Field Service Engineers, Sales Representatives, and Applications Specialists.
Tasks and Responsibilities
Deliver top-tier, customer-centric technical support to internal and external customers via phone and email for all Biotage products and services.
Create case reports for customer issues, including identification of key problem details, accurate documentation of relevant information, support provided, and repair activities in the company’s service business information system.
Take ownership of customer cases to ensure they are handled professionally and resolved in a timely manner.
Determine the need for on-site service and assign work orders to Field Service Engineers accordingly.
Provide real-time technical and logistical support for Sales and Field Service teams during product demonstrations or repair activities.
Meet established productivity and turnaround targets for cases and other assigned technical support tasks.
Collaborate with Subject Matter Experts to develop repair estimates.
Provide occasional support to the Charlotte Repair Depot, which may include repair work for client-owned or Biotage-owned laboratory equipment, demo quality control (QC) activities, and assistance to onsite laboratory personnel in the Charlotte-based Applications Labs.
Complete all assigned tasks promptly and efficiently.
Professionally represent Biotage in all communications to uphold a customer-focused approach and company reputation.
Perform additional tasks as assigned by Service Management to support departmental and organizational goals.
Customer Billing & Revenue Support
Create and manage client billable work orders with accuracy and timeliness.
Collaborate with the Field Service Manager to determine appropriate discount levels for billable services.
Liaise with Service Coordinators and Field Service Engineers to ensure alignment on billable activities and accurate processing of related documentation.
Proactively engage with clients to obtain raised purchase orders (POs), explain re-quoting as needed, and provide clear communication regarding service-related billing.
Support end-of-quarter forecasting of billable service activities, providing accurate and timely input to Service Management.
Education and Experience
Associate degree in a technical field (Electrical, Mechanical, Engineering or related fields.
Strong organizational, technical, communication, and customer service skills.
1-2 years of experience working with laboratory, biotechnical, and/or analytical instrumentation is highly desirable.
Experience with Salesforce, ServiceMax, Dynamics 365 or other service reporting systems is a plus.
Other
Ability to lift up to 50lbs and stand for long periods.
Ability to safely work around and handle hazardous materials.
Occasional travel may be required
Potential travel to customer sites in a local service area.
Potential for travel required to attend annual Service meetings in remote location or attend specific training seminars.