Technical Applications Specialist I

Position Summary.

Position objective is to provide a high degree of direct support to end-user customers with the primary goal of ensuring on-going customer satisfaction.  Accomplished by providing a high level of rapid and complete customer service through answering inquiries, problem resolution, customer communication and ensuring correct internal response to customer identified potential or actual issues which could impact the safety and efficacy of Nuclein provided products.                 

Essential Duties and Responsibilities. 

·         Receive and document Customer inquiries via phone or other written means.

·         Work to resolve customer issues, via direct support or by providing material replacement(s) and repair(s).

·         Assist with the development of departmental procedures (SOPs, support trouble shooting trees, and customer support scripts).

·         Initiation and support completion of all customer complaint documentation.

·         Support complaint data and trends analyses.

·         Route Potential Reportable (PRE) and Reportable (MDR) complaints to Quality Assurance.

·         Support the development and delivery of Customer Training materials.

·         Support complaint Investigation activities

·         Exercise independent judgment to manage customer complaints and inquiries of diverse scope and complexity

·         Follow up with Customers after a complaint to provide updates on progress and resolution.

·         Ensure returned material(s) for service are initiated promptly with minimal interruption to the customer.

·         Follow up with Depot repair organization for timely resolution.

·         Update customer Install Base per departmental processes

·         Maintain the customer database

·         Monitor and process order requests per departmental processes, as needed to support Order Management function

·         Manage and track RMAs of product returning to Nuclein for investigation or inspection

·         Support logistics of outgoing product to customer, demo, or trial sites

·         Other duties as assigned

Education, Qualifications, and/or Experience. 

·         Bachelor’s degree in a relevant field (Biology, Molecular Biology, or similar discipline) required

·         1–2 years in ISO 13485 and CFR 820 environment preferred

·         1-2 years’ experience in customer facing role preferred

·         Exceptional interpersonal communication skills

·         Strong ability to learn technical products

·         Basic Computer skills (MS Word, Power Point)

·         Instrumentation, software and reagent experience preferred

·         Experience in problem troubleshooting preferred

Physical Requirements.  

·         Repetitive Motion: Mostly computer use

·         Weight Lifting: < 25 lbs

·         Position: Mostly sitting

·         Speaking and communicating

·         Occasional use of PPE may be required in laboratory/manufacturing/warehouse areas

THIS POSITION IS 100% ONSITE IN AUSTIN, TX. CANDIDATES MUST CURRENTLY LIVE WITHIN COMMUTING DISTANCE TO BE CONSIDERED. NO SPONSORSHIP IS BEING OFFERED AT THIS TIME.