Position OverviewPosition Description We are hiring a Technical Investigations Specialist. This person will provide advanced technical support across our bioprocessing product lines, supporting life sciences cell culture media applications, cell culture techniques, and bioprocess protocol optimization.
Independently manage complex customer inquiries by engaging and leveraging appropriate cross-functional teams and technology resources.
Conduct customer inquiry analytics using AI tools to identify trends, automate and optimize workflows, and increase overall efficiency of the technical support function.
Support complaint handling and CAPA investigations, ensuring timely resolution of customer issues and product compliance with all global RA/QA requirements.
Job DescriptionResponsibilities:- Provide advanced technical support on technical inquiries. This includes providing solutions to customers' technical challenges, bioprocess troubleshooting issues, and supporting customers' process and cell culture media optimization needs.
- Monitor and manage customer inquiries, coordinating and leading appropriate cross-functional support activities for resolution.
- Drive implementation of solutions to product issues or positioning, ensuring that timelines are met, and customer satisfaction is achieved.
- Collaborate with internal teams - Marketing, FAS, R&D, QA, Manufacturing, and others - to develop and deliver efficient and effective resolutions to customer inquiries.
- Support complaint and CAPA investigations by performing compliant documentation intake, investigation oversight, complaint review and approval, customer follow-up and communication, ensuring timely and accurate closure of investigations, within established turnaround times.
- Ensure timely response to and closure of customer inquiries and investigations, with focus on urgency and fast turnaround, delivering excellent customer support and satisfaction.
- Analyze customer technical inquiry data stored in Salesforce to identify trends, recurring issues, and opportunities for process improvements in customer support. Use AI and machine learning tools to automate data analysis.
- Drive continuous improvement for metrics for productivity, customer satisfaction and overall customer engagement.
- Develop and maintain supporting technical documents and training materials (e.g. FAQs, technical summary sheets, product usage guides, etc.) to increase effectiveness and efficiency in customer support.
- Support the development of a Technical Knowledge Base by extracting, consolidating, and organizing technical information from multiple sources, including Salesforce cases, SharePoint files, and shared drives.
- Use Salesforce, ERP and QMS systems, and other tools such as Power BI to support daily operations.
- Ensure compliance with processes and procedures to applicable standards of FLBI Technical Support and Technical Investigations programs, including thorough documentation and tracking and trending of all customer inquiries and investigations.
Required Skills/Education: - PhD graduate from programs with strong emphasis on cell culture and bioprocess optimization, such as Bioprocess Engineering, Biotechnology, Chemical Engineering (bioprocess focus), or other relevant fields.
- 0-3 Years of experience in bioprocess development and optimization roles through education or industry experience.
- 0-3 years of experience in life sciences technical support or bioproduction customer service desired.
- Hands-on experience with cell culture techniques, bioreactor operation, and process optimization in a bioproduction or cell culture media context.
- Strong critical thinking, analytic, strategic and creative problem-solving skillset.
- Ability to work collaboratively across technical and customer-facing teams.
- Ability to obtain cooperation from other groups and lead cross functional teams.
- Ability to organize complex information and generate clear, concise reports.
- Excellent communication skills in writing and presenting.
- Detail-oriented with a passion for continuous improvement and knowledge sharing.
- Proficient in Microsoft Word, Excel, PowerPoint, Outlook, Power BI and Enterprise Resource Planning (ERP) systems.
- Ability to speak, read and write English proficiently.
- Good oral and written communication skills.
Salary and Benefits:- For California, the base salary range for this position is $84,822.85 - $110,584. Compensation for the successful candidate will depend on various factors (e.g., qualifications, education, prior experience, location, etc.).
- Medical, Dental, Vision
- Life Insurance
- 401k
- Paid Time Off
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