Product Support Engineer, Biologics and Gene Therapy

Job Description: Product Support Engineer, BGT

The Top Line

We're all about helping researchers break free from tools that just don't cut it. Unleashing problem-tackling products that make a huge difference in the real science they do every day. That's our mantra, our promise and we own it. Our tribe is different. We thrive on moving fast, taking risks and persevering through failure. We embrace the unknown and we are happy to make mistakes. We are there for each other, and we crave diversity because we know that building a truly diverse tribe will make us better at everything.

The Job

We're looking for a high-energy go-getter who is ready to do whatever it takes to solve hard technical problems, level up our field service procedures and training programs, and generally keep our customers who use Uncle, Lunatic, Stunner, Big Tuna and other instruments in our Biologics and Gene Therapy product portfolio happy. If you're psyched about delighting customers and imparting your exceptional product knowledge onto our global field support team then this is the job for you. It's all about finding innovative ways to improve customer support and giving the field team around you even more technical horsepower. Based at our headquarters in Pleasanton, CA.

Responsibilities

• Be a customer advocate and build great customer relationships
• Provide information and insights about customer experience to drive improvements
• Be the technical guru that provides timely, expert remote support to help customers and field engineers solve problems as fast as humanly possible
• Be a part of new product development projects and manage the initial deployment and support procedures and infrastructure
• Develop and deliver field engineer training programs, procedures, and service bullitens
• Monitor the Support Inbox to solve customer issues remotely and guide field engineers
• Travel to customer sites for new product introductions and escalated support cases

Qualifications

• Bachelors of Science degree or higher in a technical field
• Literacy for engineering documentation such as schematics, diagrams, and drawings
• Proven ability to solve problems, troubleshoot, and repair complex electro-mechanical, analytical lab equipment
• Fast, self-learner who is able to perform effectively with minimal supervision
• Works well in a team environment
• Self-starter who thrives in a fast-paced and changing environment, and is able to deliver excellence under pressure
• Know how to pipette, and know the science at a basic level
• Have excellent attention to detail and organization skills
• Great verbal and written communication and interpersonal skills
• Be gritty, find a way when it looks like there isn't one
• Be energetic and love what you do

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