Technical Support Applications Scientist

( Engineering & Technical (Non-Software) )  Remote (Asia | APAC Time Zone Permitted)

Job Type : Full-Time
Experience : 3 to 5 years
Education : Bachelor Degree

Job Detail

As the Technical Support Applications Scientist, you will be part of the global technical support team, and will work closely with the service team, and others including sales and field applications scientists. In this role, you will be responsible for providing technical support for Octet products and applications, diagnosing customer issues, troubleshooting and problem solving, creating service work orders, and updating and maintaining the Customer Relationship Management (CRM) database with records of the incidents and actions taken. The role will interact with external customers and internal partners using phone, e-mail, and other means as necessary.

The successful candidate has expertise performing technical problem solving on scientific instrument hardware, software, biosensors, consumables, and related applications. The candidate should have in depth background in a biological or related field, be familiar with BLI, SPR, or other label-free instruments and applications, and be well acquainted with kinetics and/or quantitation assay development. The candidate must be a quick learner and exhibit a passion for customer support on the array of Octet portfolio of products, including the BLI and SPR product lines.

The expectation is that the Technical Support Applications Scientist is fully integrated into a dynamic environment supporting existing and newly released products, and will work with a cross-functional team including Product Support, Service Engineers, Field Applications Scientists, Sales Representatives, Marketing, Product Development, and Operations.

Can be a remote based role, must work West Coast hours.

What you will accomplish together with us as our Technical Support Applications Scientist:

  • Handle daily technical support inquiries on Octet products from global customers.
  • Establish and maintain a strong technical knowledge of Octet products and applications and participate in appropriate trainings.
  • Perform technical problem solving on issues of hardware, software, biosensors, consumables, and related applications, working with available company resources and escalating issues as needed.
  • Communicate with customers using phone, e-mail, and other means as needed.
  • Update and maintain the Customer Relationship Management (CRM) database with relevant case information and activities.
  • Contribute to content creation for online technical support, including creating new and maintaining existing Knowledgebase articles.
  • Interact with cross-functional teams and provide support to business as needed.
  • Perform other duties as agreed to at management’s direction.

What Will Convince Us Technical Support Applications Scientist

  • Ph.D. with 2+ years, or MS with 6+ years, of post-graduate experience in Biochemistry, Biophysics, Bioengineering, Cell Biology, Immunology, Molecular Biology, or related field.
  • Familiar with BLI, SPR, or other label-free instruments and applications.
  • Familiar with kinetics and/or quantitation assay development.
  • Hands-on experience with BLI instruments (Octet and/or BLItz systems) and/or SPR (including Pioneer) systems is highly desirable.

We Value As Our Technical Support Applications Scientist

  • Prior technical support or field applications support experience on life science equipment is preferred.
  • Experience in analyzing complex data and troubleshooting hardware, software, biosensor, and consumable issues.
  • Ability to apply creative solutions to resolve practical problems quickly and effectively.
  • Must be a team player; exhibit excellent verbal and written communication skills and strong interpersonal skills.
  • Results driven, has track record for delivering results, and takes ownership of actions.
  • Embraces and thrives on challenges.
  • Proficient at promoting products and services while achieving customer support satisfaction.
  • Customer focused with a high sense of urgency.
  • Prior experience with CRM is preferred.
  • Familiarity of drug discovery is a plus.
  • Position is office based and does not require travel to customer sites.
  • Multiple locations are available. Fremont, CA location is preferred. Other locations can be considered but US west coast work hours is expected.
  • Identification with our core values: Sustainability, Openness, Enjoyment

What We Offer

Sartorius’ ambition is to simplify progress in the bio-pharmaceutical industry to help translate scientific findings into new therapeutics faster and more efficiently. Nearly 10,000 employees at more than 60 sites are working together on achieving our goal: Better health for more people. And together, we have grown strongly over the past years. Enjoy the advantages of working with a global player:

  • Opportunity for international career development: a global network offering seminars and training sessions, expert and manager career paths
  • Open and highly collaborative culture: mutual support within teams and working as equals, team spirit and international collaboration
  • Work-life balance: Working from home at many sites
  • Intelligent working environment: working in smart buildings with the latest technology and equipment
  • Ambitious goals: Sartorius plans to double its sales revenue approximately every five years and expects to grow its global team to approximately 15,000 people in 2025.

All qualified applicants will be considered for employment without regard to race, color, religion, sex or national origin. We are also an equal opportunity employer of individuals with disabilities and protected veterans.

Please view equal employment opportunity posters provided by OFCCP here .

E-Verify Participation Info

E-Verify Workers Rights

We look forward to receiving your application.

Sartorius is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

All employment decisions are based on valid job-related requirements.

If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request reasonable accommodation by calling +1 631 254 4249 ext 8330 or via e-mail at [email protected]

We look for employees who would like to grow with us and move the innovative life sciences sector forward. In the process, we focus on agile project work, mutual support within teams and working as equals. Sartorius thrives as a company with people who give their very best every day and who are eager to develop personally and professionally.

Further insights into our world of work can be found here .

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