Position Summary:

TheTechnical Support Scientist role involves providing application assistance, training, and troubleshooting support for RNAscope product lines through various channels. They serve as the main point of contact for customers, offering technical guidance and scientific advice for research purposes. The position requires maintaining high standards of customer service by promptly addressing and resolving technical issues. Additionally, the role includes logging and tracking recurring support issues, collaborating with different departments for issue resolution, and contributing to the enhancement of the technical support team's knowledge database.

Key Responsibilities:

• Provide application assistance, product training and troubleshooting for ACD product lines via online chat, phone, email and on-site visits.

• Act as primary contact for customers regarding technical issues, as well as provide scientific consultation for research use only.

• Ensure excellence in customer service and guaranteed response times by actively monitoring support emails, phone calls, and ensuring all issues are resolved in a timely and comprehensive manner.

• Log, track, and identify frequently occurring, high impact support issues and communicate through appropriate channels for resolution using the Salesforce CRM (Customer Relationship Management) database.

• Act as liaison with Sales, Marketing and R&D groups to provide feedback on product performance.

• Contribute to the ongoing development of the technical support team's knowledge database.

Education and Experience:

• PhD with 0+ years, MS with 3+ years or BS with 5+ years of laboratory experience focused on molecular biology, biochemistry, or similar discipline. PhD or MS preferred.

• Minimum of 5 years laboratory experience with experimental design, cell and molecular techniques.

• Preference for experience in pathology, histology and tissue analysis, including preparation of tissues and reagents for IHC, ISH, and Imaging.

Knowledge, Skills and Abilities:

• Must be adept at diagnosing, troubleshooting, and solving technical problems with a variety of biological assays.

• Technical customer support or application support experience a plus.

• Highly self-directed, conscientious, articulate, and possesses excellent presentation and teaching skills.

• Committed to total customer satisfaction with outstanding interpersonal skills and professionalism.

• A team player

• Ability to travel ~10%

• Office environment

• Occasional Lab work ~5%

• Ability to sit for long periods while using