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Technical Support Scientist II

CEDENT

St Cloud, MN

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JOB DETAILS
SKILLS
Background Investigation, Bioengineering, Biology, Biotech and Pharmaceutical, Business Growth, Cell Biology, Cross-Functional, Customer Experience, Customer Relations, Customer Support/Service, Distribution Channel, Documentation, Editing, Food Science, ISO (International Organization for Standardization), Industry Standards, Laboratory, Laboratory Testing, Microbiology, Molecular Biology, Nucleic Acid, Polymerase Chain Reaction (PCR), Problem Solving Skills, Product Marketing, Product Support, Product Testing, Reporting Skills, Resolve Customer Issues, Root Cause Analysis, Sales Presentation, Sales Support, Standard Operating Procedures (SOP), Systems Analysis, Team Player, Technical Delivery, Technical Leadership, Technical Support, Technical Training, Testing, Time Management, Training/Teaching Materials, Trend Analysis, Virology
LOCATION
St Cloud, MN
POSTED
30+ days ago
In this role, you will be responsible for delivering advanced technical support for client products, serving as a key scientific liaison to both internal and external customers. This role represents the technical expertise and customer-focused service that distinguishes client in the industry.

What can I expect in this role?
In this position, you will work Monday-Friday approximately 8-4:30

Some key duties in this role include:
  • Work as part of a team that deliver exceptional technical support and a world-class customer experience to both internal and external stakeholders.
  • Address customer technical inquiries, and investigate complaints related to product quality, perform root cause analysis and resolution tracking.
  • Plan and perform laboratory testing related to product investigations and special projects using basic molecular biology & microbiology techniques including: PCR, gel electrophoresis, nucleic acid quantitation, bacterial enumeration and culturing techniques.
  • Engage in effective problem resolution and good documentation practice, and ensure timely and accurate responses are provided to stakeholders.
  • Collaborate with Quality Systems to assess complaint trends, initiate CAPAs, and determine the need for product recalls.
  • Assist with creating, editing, and updating of technical literature, including SOPs, product inserts, and customer-facing documents.
  • Deliver technical training and product presentations – both virtually and on-site - to internal staff, external customers, distribution partners and company affiliates.
  • Support Marketing and Sales with product knowledge, technical guidance, and the creation of educational materials.
  • Maintain up-to-date knowledge of relevant industry standards (e.g., CLSI, USP, AOAC, ISO) and Client’ procedures and product offerings.
  • Serve as a liaison between customers, distributors, and cross-functional teams.
  • Assist with preparing reports on complaint trends and managing reporting responsibilities.
  • Recommend products based on customer needs and research interests and utilize customer interactions as opportunities to drive business growth.
  • Perform other duties within the Technical Support department or other areas as assigned.
Here is what we are looking for:
  • Four-year biology or related degree (eg. microbiology, virology, cell biology, molecular biology, food science, biotechnology, bioengineering) required.
  • 1 to 2 years previous related experience and/or training preferred.
  • 2 years practical microbiology laboratory experience required.
  • Customer service experience preferred.
  • The ability to pass a background check and drug screening

About the Company

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CEDENT

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