Technical Support Specialist - Cambridge

Job Description

The Role:

As a Technical Support Specialist be accountable for supplying scientific technical support whilst creating and up-keeping positive and strong networks with customers. You will liaise with our customers to resolve pre- and post-sale technical questions. You will also be accountable for all human blood and custom research services quoting and support.

Duties & Responsibilities:

  • Investigate and manage the inbound inquiry questions (telephone and email) and assign inquiries as needed
  • Recognise customer inquiries promptly
  • Use your own understanding or establish the suitable resource to recommend suitable solutions to customer’s technical challenges/requirements
  • Identify yourself as first point-of-contact for future technical inquiries through network development
  • Aid in the growth of customer understanding
  • Work with the Technical Sales Specialists to convert technical support questions into opportunities

     

  • Recognise and empathise with customer inquiries
  • Associate information/data needed for issue resolution and collect information as suitable
  • Analyse experimental data to establish issues
  • Use suitable resources to establish and recommend corrective actions eg application notes, papers, supplier contact, customer service team contact etc
  • Support customers in applying recommended corrective actions
  • Solve queries fully with customers, including follow up, making sure that customers are fully satisfied with the resolution

     

  • Have extensive knowledge of the human blood and biospecimen offering available from the Company by working with internal (business management, customer service) and external (suppliers, possible customers) stakeholders to develop this understanding
  • Establish yourself as a key internal point of understanding for this range
  • Create networks with potential and current blood and biospecimen customers and specifically understand their individual project requirements
  • Recognise and communicate with suppliers to see how/who can best meet the customer’s requirements
  • Quote customers using the information given by suppliers supplying extensive technical information to support quotations
  • Promptly follow up with customers to ensure we have exceeded the customer’s expectations and adapt quotation/information as suitable

     

  • Have clear understanding of the custom reagent services available from the Company
  • Communicate with inbound service enquiry customers to fully know their research and specific service requirements
  • Establish the key service factors most important to the customer
  • Communicate with suppliers to determine how we can best meet the customer’s service requirements
  • Quote customers in a clear manner with all suitable technical information
  • Promptly follow up with customers to make sure we have exceeded customer expectations
  • Work with the Technical Sales Specialists to create ongoing networks with the customers

Skills & Qualifications:

  • Minimum of 3 years of laboratory experience, or an Masters or Doctorate level candidate
  • A passion to share understanding in order to solve customer challenges
  • Strong technical skills to understand and then clearly talk about theory and principles of experimental design, methods and results
  • Great troubleshooting ability
  • The ability to prioritise and manage many tasks at the same time whilst meeting accept timelines
  • An excellent work ethic and a positive, can-do attitude
  • Strong networking skills including well-developed listening, written and verbal communication skills, especially on the phone
  • The ability to work with a degree of independence
  • Fluency in written and spoken English