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Customer Technical Support Specialist l - Carlsbad, United States - GenMark Diagnostics
3 weeks ago
Description
**Customer Technical Support Specialist l**
**Department:** 3025 Customer Technical Support **Location:** Carlsbad, CA
**Internal Posting only:**
or **HEROES WORK HERE**
We deliver innovative, diagnostic solutions that improve the lives of patients and their families and are proud to be one of the heroic diagnostic companies that is in this fight against COVID-19.
As a member of GenMarks team, youll get to be part of an organization where we embody our cultural beliefs in everything we do. The following is a glimpse of what our culture looks like and If you'd like to join us, we encourage you to apply as our company is growing
**Go Big** - We never settle and challenge whats possible
**Win Together** - We are one team with a shared purpose
**Own It** - We step up, drive it, and deliver it
**Be Bold** - We empower ourselves and others
***Beginning November 15, 2021, GenMark Diagnostics requires all new hires to be fully vaccinated against COVID-19 as of their start date.***
**WHAT YOU'LL DO AT GENMARK**
The **Technical Support Specialist** is responsible for providing direct and indirect customer technical support for GenMark products. Duties will range from providing phone support to customers and internal personnel; complaint handling including receiving, logging, investigating, resolution, tracking and trending; training customers and internal personnel; aiding in commercialization of new products and improving technical support procedures and tools.
Provide technical expertise and support to GenMark customers by telephone, email and remote access
Provide technical assistance to sales, molecular application specialists and marketing as required
Customer complaint handling including receiving, logging, investigating, resolving with customers and tracking/trending of complaints in compliance with the Quality System requirements
Coordinate and manage internal testing projects for CTS (HCVgDirect internal analysis / CAP proficiency testing)
Report tracking and trending of field product performance metrics for both system and assay data to enable continuous improvement
Responsible for answering customer calls and trouble shoot issues after normal business hours and on weekends
Participate in developing and implementing new product and technical support plans to ensure successful launch and customer support
Ensure fact-based scientific, engineering and analytical best practices and principles are utilized to accomplish tasks
Provide an open environment and promote teamwork across the organization
Demonstrate and advocate the Cultural Beliefs
Assist with special projects as requested and perform additional duties as required
**PREFERRED QUALIFICATIONS**
BS degree in Biochemistry, Microbiology, Molecular Biology, Analytical Chemistry or a related field; MS degree is a plus
Two (2+) or more years of experience as a scientist, technical support specialist or research associate in molecular biology techniques such as PCR, SNP detection, etc.
Technical support or field service experience in supporting medical or bioresearch products preferred
In depth knowledge and troubleshooting of applied molecular biology assays and related instrumentation
Familiarity with Quality System Regulations and ISO requirements for complaint handling, document control and quality control
Experience in the medical device, IVD or biotechnology industries, preferably directly involved in commercial operation or product development
Ability to understand complex scientific, engineering and business concepts
Strong customer service skills to include verbal and written communications
Prior technical support experience required
Must be willing to work after normal business hours (6:00 p.m. 8:00 a.m.) and on weekends
Ability to work in a fast-paced, dynamic environment while juggling multiple priorities
Strong presentation and influence skills
Demonstrated ability to be flexible and resourceful, excellent communication and diplomacy skills
Excellent problem-solving, judgment and decision-making skills
Use of professional concepts to contribute to meet the company strategic goals and to achieve personal objectives in creative and effective ways
**ABOUT GENMARK**
GenMarks ePlex true sample-to-answer system symbolizes the evolution of eSensor technology combined with digital microfluidics. ePlex offers unique solutions to address the most significant challenges facing clinical laboratories, while supporting hospital systems to deliver patient-centered, value-based care. ePlex streamlines the diagnostic workflow from physician order entry to the final test report and is the only true sample-to-answer solution designed to improve patient care, reduce costs, and increase lab efficiency.
GenMark is headquartered in Carlsbad.
*GenMark is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individuals race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law. In the U.S., GenMark Diagnostics participates in E-Verify*
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