Senior Cell Assay Support Specialist

The Senior Cell Assay Support Specialist 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, assay protocol information and guidance, and providing technical documents.

Responsibilities

Serves as primary contact for pre- and post-sale technical support through email, phone and teleconference calls; Provides support for all Eurofins DiscoverX Products to global customers and sales staff; Troubleshoots customer issues, including coordinating and tracking preliminary investigations of product performance with reagent manufacturing and/or R&D teams; Participates in web conference calls with customers for pre- and post-sale support; Coordinates with customer service team to issue product replacements to customers when necessary; Contributes to technical support team's knowledge database; Documents inquiries and complaint resolutions in the CRM case management system; Assists with development and maintenance of the technical support team's case management system; Reports product problems into the company's product improvement tracking system and collaborates with the QA team on the product improvement committee; Assists the Technical Support Manager with quarterly reporting; Escalates critical complaints to Product Managers, Operations, and Quality Assurance as necessary; Assists the commercial team with development or revision of product documentation (e.g. user manuals and product datasheets); Assists the manager with reviews and approvals of change orders; Assists with establishment and continuous improvement of Technical Support SOPs; May occasionally travel to assist the marketing team at trade shows; Supports other technical support personnel, including junior support representatives, regional representatives and field application scientists; Assists with training of other technical support representatives; Performs some lab work for training; Provides cross-functional support to other departments as required; Adjusts work hours as needed to meet client deadlines; Adheres to site employee health and safety (EHS) requirements; Performs other duties as assigned

Requirements

PhD/MS in cell biology, pharmacology or a related discipline; Minimum 1-2 years (PhD) or 2-4 years (MS) of experience with cell-based assays; Experience with assay development, particularly cell-based assays; A strong understanding of cell signaling biology and familiarity with basic pharmacology; Must be very adept at diagnosing, troubleshooting, and solving complex technical problems with a variety of biological assays; Knowledge of kinases and/or receptor biology (e.g. GPCRs, Checkpoint, RTK/CTKs, NHRs, Interleukin receptors, and ion channels); Knowledge and application of commercial computer application packages (Excel, PowerPoint, GraphPad, Prism, FileMaker, Teams, SharePoint, Dynamics); Excellent written and verbal communication skills, with high attention to detail; Ability to critically review scientific publications; Must be team-oriented, and able to thrive in dynamic, fast-paced, and constantly changing environment

Nice to have

Experience with training biological scientists on the use of cell-based and/or biochemical assays; Experience with cell-based assays and molecular biology; Previous experience in the drug discovery sciences or industry; Prior experience providing technical support to customers; Knowledge of parallel line analysis

Benefits

Comprehensive medical coverage; Dental and vision options; Life and disability insurance; 401(k) with company match; Paid vacation and holidays