Scientific Technical Specialist - EMEA

Would you like to join an innovative team driven by a bold vision – unleashing tools to accelerate breakthroughs in human health?

It is an extraordinary time for Standard BioTools. Our technology is empowering customers to improve life through comprehensive health insight. We invite you to join a leading provider of indispensable life sciences tools that is accelerating global research on multiple frontiers of human health.
At Standard BioTools, we are building a positive culture where our people can do the best work of their careers, informed, and influenced by our core behaviours:

• Keep customers front and centre in all of our work.

• Be accountable and deliver on commitments.

• Drive continuous improvement.

• Be collaborative and work as one team: fostering communications in a learning, coaching, and helpful environment.

We have an excellent opportunity for a Scientific Technical Specialist (STS) to serve as the primary customer contact on application related issues in the EMEA region. The STS is primarily responsible for providing technical support and guidance to customers and distributors to provide top quality technical support and ensure a high level of customer satisfaction.

The STS will build strong applied knowledge of our product lines and applications. The position requires significant direct interaction with our existing customer base and will be home based. Some travel may be required for product training, seminars and conferences.

Essential Duties:

• Provide exceptional phone and email support to customers, distributors, and staff.

• Serve as the primary customer contact for technical product and application-related issues, resolving issues and addressing queries in a manner that instills confidence

• Take full ownership of assigned cases, guiding them through troubleshooting or escalation to final resolution.

• Track customer complaints, identify trends, and conduct failure investigations with cross-functional teams, ensuring that every customer interaction is logged into the call tracking database.

• Conduct demonstration experiments on our mass cytometry applications, analyze and present data to customers, and develop customer-facing training materials and documents.

• Create, review, and publish knowledgebase articles.

Candidate Specification:

• Bachelor's degree with five years of relevant experience in Mass Cytometry, flow cytometry, or a related discipline, and at least three years of customer or technical support experience. Alternatively, an advanced degree in Science with two years of relevant experience in Mass Cytometry.

• Proven experience in at least one of the following: sample preparation, data acquisition, or data analysis, combined with experience in customer support (preferably in the life sciences).

• Outstanding software/computer hardware troubleshooting and problem-solving skills combined with a genuine desire to see the customer succeed.

• Strong communications skills, customer service orientation and a willingness to prioritize customer needs; as well as a professional telephone manner .

• Strong multitasking skills and proven ability to prioritise workloads.

• Experience following and/or developing Standard Operating Procedures (SOP’s).

• Proficiency in full Microsoft Office suite, as well as other computer software packages such as TeamViewer, Zoom, and Teams.

• Self-motivation, attention to detail, and ability to thrive on challenges within a dynamic organization at the forefront of scientific progress.
   

Ready to join an industry leader with a bold and ambitious mission that is enabling advancements in human health? Apply online with your resume!

Standard BioTools is an equal opportunity/affirmative action employer. We will consider all qualified applicants for employment without regard to race, colour, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.