Senior Cell Assay Support Specialists

• Compensation: USD 90,000 - USD 130,000 - yearly

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate.

The Eurofins network of companies is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organisation services. It is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organisations.

It also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.

In over 30 years, Eurofins has grown from one laboratory in Nantes, France to 58,000 staff across a decentralised and entrepreneurial network of 900 laboratories in over 54 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

The Senior Cell Assay Support Specialists is primarily responsible for providing pre- and post- sale technical support, of cellular and biochemical assay products, to customers globally. The employee will work from an office in Fremont, California. The employee will independently assess the needs/issues of clients and determine the best course of action to support them, which can include remotely troubleshooting assays, providing technical information about products (cell assay and other reagents), assay protocol information and guidance, and providing technical documents.

The employee will also provide feedback to the business to help drive product improvements and be a key member of a committee that review product issues and drives the company’s product improvement program. The employee will support the Product Management team by reviewing product documents in development or revision (e.g. user manuals and product datasheets) to ensure that the accurate information is available to customers.

The employee will also assist with development and maintenance of customer case management tools. At times, the employee will also support other customer support team and sales team members and assist with training of other technical support personnel.

Senior Cell Assay Support Specialists Duties Include but are not Limited to the Following:

• Serves as primary contact for pre- and post-sale technical support through email, phone and telelconference calls.
• Provides support for all Eurofins DiscoverX Products to global customers and sales staff.
• Troubleshoot customer issues, which can include coordinating and tracking preliminary investigations of product performance with the reagent manufacturing and/or R&D teams.
• Participate in web conference calls with customers for both pre- and post- sale support.
• Coordinates with customer service team to issue product replacements to customers when necessary.
• Contribute technical support team’s knowledge database. Follows procedures to ensure adequate inquiry and complaint handling; documents inquiries and complaint resolutions in the Customer Relationship Management (CRM) case management system.
• Assist with the development and…