Technical Support Specialist 2

Job Facts:

This Customer Technical Support Specialist is responsible for providing direct and indirect customer technical support for GenMark products. Duties will range from providing phone support to customers and internal personnel; complaint handling including receiving, logging, investigating, resolution, tracking and trending; training customers and internal personnel; aiding in commercialization of new products and improving technical support procedures and tools.

• Provide technical expertise and support to customers by telephone, email and remote access
• Provide technical assistance to sales, molecular application specialists and marketing as required
• Customer complaint handling including receiving, logging, investigating, resolving with customers and tracking/trending of complaints in compliance with the Quality System requirements
• Report tracking and trending of field product performance metrics for both system and assay data to enable continuous improvement
• Responsible for answering customer calls and trouble shoot issues after normal business hours and on weekends
• Participate in developing and implementing new product and technical support plans to ensure successful launch and customer support
• Ensure fact-based scientific, engineering and analytical best practices and principles are utilized to accomplish tasks
• Provide an open environment and promote teamwork across the organization
• Demonstrate and advocate the Cultural Beliefs
• Assist with special projects as requested and perform additional duties as required

Who you are:

• Associates degree (or equivalent military training)

Preferred Requirements:

• BS degree in Biochemistry, Microbiology, Molecular Biology, Analytical Chemistry or a related field; MS degree is a plus
• 1 to 2 years of experience
• Ability to gain knowledge of all products within the business area
• Ability to utilize MS Office, SFDC, SAP, Acrobat, and other supporting software
• Strong communications/listening skills with a corresponding ability to relay information succinctly and accurately
• Ability to positively negotiate with and defuse irate, dissatisfied customers and maintain their confidence and loyalty

Benefits:
We offers highly competitive benefit plans and programs, including:

• Medical, dental and vision insurance
• 401(k) and 401(k) matching
• Paid time off
• Long Term Incentive Plan (available at certain position levels)