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19 days old

Technical Support Specialist

Kelly Services
Warminster, PA 18974
**Technical Support Specialist**



Horsham, PA (50%-60% travel expected)



Direct-Hire Opportunity





Kelly Science & Clinical has an exciting direct-hire opportunity for someone with previous technical and sales experience. This role is with a global leader known for developing, manufacturing, and marketing rapid environmental, food, and life sciences test systems, including immunochemistry products and methods, to meet the testing needs of research and industry. They are constantly collaborating with global government, industry, and academic leaders to develop innovative methods and applications.





**Summary** : The primary role of the Technical Support Specialist is to provide technical support and assistance to customers, both internal and external, regarding all company products. This includes primary responsibility for conducting training in the use of our products for customers at their facilities within the U.S. and Canada.





**Responsibilities:**




+ Provide technical support and assistance to customers and sales regarding all products:

+ Develop and maintain sufficient product knowledge to Investigate complaints and respond to incoming technical inquiries regarding our products and services.

+ Evaluate customer analytical information and provide appropriate guidance for troubleshooting and continued product use.

+ Regularly communicate investigation status to customers and sales (as appropriate) in a timely manner.

+ Perform lab-based testing, as required, to confirm customer related issues and report to the appropriate teams for further investigation and resolution if necessary.

+ Accurately maintain a detailed laboratory notebook regarding all investigation and application development experiments.

+ Accurately track customer inquiries and complaints in the company complaint system, maintaining detailed notes about the investigation and resolution of all complaints.

+ Provide metrics to Technical Support and Education Manager for trending (marketing and quality) and management reviews.

+ Bring new or recurring issues to the attention of technical support management, operations and/or the management team.

+ Serve as primary resource for customer trainings and the point of contact for our OEM Instrument manufacturing partners:

+ Work with customers and OEM Instrument manufacturing partners to coordinate automated system installations, ensure customers have all required materials and provide onsite ELISA training in a timely manner after order receipt.

+ Maintain accurate records regarding location of our installed instrument base and service contract status.

+ Coordinate with OEM Instrument manufacturing partners to ensure all complaints received from company customers are documented appropriately in our complaint system.

+ Perform other related duties as assigned by the Technical Support Manager:

+ Assist with the development and delivery of customer educational events and technical support materials.

+ Work with OEM Instrument manufacturing partners to coordinate development and validation of new applications/methods on automated instruments as required.

+ Assist R&D in the development of key post-sale applications for company products.

+ Provide technical guidance and information to sales/marketing for collateral development.

+ Organize and maintain the Technical Support demonstration laboratory.

+ Maintain personal technical and industry knowledge by seeking out educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations

+ Although the typical work schedule for this position will be Monday through Friday during normal business hours, additional hours and/or workday flexibility are expected as required to complete assignments and meet business needs.





**Required Education & Experience and Skills:**




+ BS/BA degree or equivalent experience in a scientific discipline (biology/chemistry preferred)

+ 1-5 years of relevant sales/technical support experience (e.g. laboratory products and/or services) is preferred.

+ Hands-on experience with immunoassay (ELISA, coated tubes, magnetic particles, lateral flow test strips etc.) and other biological/chemical assay techniques is a very strong plus.

+ Must be a self-starter with the proven ability to successfully prioritize and manage several projects concurrently.

+ Outstanding customer focus with strong interpersonal and communication skills, both verbal and written.

+ The ability to effectively and professionally interact and communicate with customers both internal and external.

+ Comfortable using various forms of communication for professional interaction (e-mail, phone, or in-person).

+ Exceptional problem-solving and analytical skills. High attention to detail. Very organized.

+ Proficient in the use of Microsoft Office products (Word, Excel, PowerPoint).

+ Previous experience with online help desk software and web-based support ticket systems is a plus.

+ Must be flexible with the ability to travel up to 50-60% of the time (primarily domestic) as required.




**Why Kelly** **** **?**



Kelly Science & Clinical is your connection to premier scientific and clinical companies looking to hire talented people just like you. Every day, we match science professionals with dream jobs that fit their skills and interestsits the way we think job searching should be. Nearly 100 percent of our science recruiters have a professional background/education in science, so we know a thing or two about the science market and how to get you noticed.




**About Kelly** ****



At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/non-traditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.


Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.
Posted: 2020-10-09 Expires: 2020-11-09

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Technical Support Specialist

Kelly Services
Warminster, PA 18974

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