TECHNICAL APPLICATIONS SPECIALIST - US

The Technical Applications Specialist will be responsible for:

Receiving complaints and inquiries from customers and partners for all Luminex supported products.
Documenting all customer communications, triage complaints as required, and lead investigations for issue resolution.
Contributing to the maintenance of the Install Base, Knowledge Management database, and all administrative duties associated with Technical Support.
Performing laboratory duties when needed as part of troubleshooting efforts, coordinating with other departments (Business Managers, Field Service and Molecular/Field Applications Support teams, QA, RA and Operations) for customer management and issue resolution.
Perform independent data analysis and problem solving.

Key Responsibilities and Duties:

Demonstrate dedication to high quality customer service
Ensure customer satisfaction by receiving assay, hardware, and software complaints and inquiries, resolving issues or triaging to the appropriate resource to achieve resolution
Exercise independent judgment to manage customer complaints and inquiries of diverse scope and complexity
Responsible for managing workload and scheduling to ensure goals and deadlines are met
Document all customer calls, emails, and interactions in the call center database
Perform laboratory experiments in support of product investigations or perform product testing
Contribute to the Knowledge Management database with the use, creation, and editing of Articles
Update the customer Install Base per departmental processes
Coordinate with other departments (Business Managers, Field Service, Molecular/Field Applications Support, QA, RA, and Operations team) for customer management and issue resolution
On-call responsibilities for 7x24x365 operations
Ability to work non-standard hours; limited travel may be required
Adhere to goals/competencies program to ensure individual goals are met
Other duties as assigned

Education and Experience:

Bachelor’s degree in Biology, Molecular Biology, or similar discipline with 0-2 years related experience or an equivalent combination of education and related work experience
Practical experience in a clinical or research laboratory
Knowledge of laboratory processes and procedures
Experience working independently in a fast-paced environment with exhibited ability to adjust to rapidly changing priorities
Customer-facing work experience preferred

Training, Skills and Certifications/Licenses:

Experience in a GMP environment an asset
Experience with ISO, FDA , and/or USDA guidelines an asset
Experience with Salesforce.com CRM an asset
Familiarity with CLIA, CAP, and JCAHO requirements are an asset
Ability to communicate clearly and professionally, in verbal and written format, important
Ability to work independently and as part of a team
Fluent in English

Work Conditions:

Must work onsite at Luminex office
Travel may be required at least 10% of the time
Possible exposure to mechanical, biological or chemical hazard
Work is normally performed in a typical office environment
Work situations include working in teams and independently; making judgments and decisions
Support Operation that is on call 7x24x365
Physical Demands: All positions require standing, stooping, bending, climbing, sitting, kneeling, and lifting at least 10 lbs.Additional physical requirements are listed below:
Pounds lifted (up to 20 lbs)
Vision (Color) on the job is required frequently