Customer Application Scientist

Join Our Team as a Customer Application Support Specialist

Are you passionate about diagnostics and dedicated to ensuring customer success? We’re looking for a talented and driven Customer Application Support Specialist to join our dynamic team! In this role, you’ll be a key player in providing exceptional support and training for our cutting-edge diagnostic products, directly impacting customer satisfaction and product quality.

What You’ll Do:

As a Customer Application Support Specialist, you’ll be responsible for empowering our customers to effectively utilize our diagnostic solutions. This includes:

• Becoming a product expert, offering training and support on both instrumentation and reagents.
• Proactively troubleshooting and resolving customer issues, both on-site and remotely, with precision and efficiency.
• Collaborating with product development teams to provide valuable technical feedback and drive product improvements.
• Creating and delivering engaging customer training sessions and materials.
• Documenting all work performed to ensure knowledge sharing and consistent support.
• Working with Customer Service on equipment orders, to ensure technical requirements are in alignment.
• Championing knowledge transfer within the team through comprehensive documentation and clear communication.
• Keeping your team leader well-informed of project updates and resolving issues.
• Assisting the creation of standards and improvements for technical support to improve efficiency, turnaround times, and overall customer satisfaction.
• Training new and current employees in procedures and policies.
• Delivering on deadlines, proactively providing reports, and managing tasks from inception through completion with consistent guidance.

You’ll also contribute to special projects, such as optimizing new instrumentation for specific assays, and transfer application knowledge to regional teams.

Key Responsibilities:

• Troubleshoot, resolve, and test technical issues efficiently and effectively.
• Escalate issues to field engineers when necessary.
• Engage Customer Service to assist with technical reviews of equipment orders.
• Maintain a deep understanding of product descriptions and customer workflows.

Domestic travel is required, approximately 30% of the time.

What You’ll Bring:

We’re looking for a candidate with a strong technical foundation and a passion for helping others. Ideal candidates will possess:

• A Bachelor’s degree in a STEM discipline with 2+ years of experience in a technical, customer-facing role OR a Medical Technologist certificate with 2+ years of experience in a diagnostic laboratory.
• A proven ability to work collaboratively in a team environment with shared goals.
• Exceptional written and verbal communication skills, with the ability to create clear and concise documentation.
• The ability to perform complex analytical processes independently.
• Excellent interpersonal and negotiation skills.
• The ability to manage multiple tasks with competing priorities effectively.
• Strong presentation skills and the ability to confidently present to both internal teams and external customers.
• A willingness and ability to travel domestically (approximately 30%).

Why Join Us?

We offer a comprehensive benefits package that supports your well-being and professional growth, including:

• Comprehensive Medical, Dental, and Vision Insurance Options
• Life and Disability Insurance
• Generous Paid Time-Off
• Parental Benefits and Compassionate Care Leave
• A robust 401k plan with Company Match
• Employee Stock Purchase Plan

If you’re a motivated and customer-focused individual with a passion for diagnostics, we encourage you to apply! Click the “Apply” button to learn more about this exciting opportunity and join our team.