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Careers

Purpose of the Position:
Provide direct and indirect Customer Technical Support and field assistance for Osmetech Molecular Diagnostic products. Duties will range from providing technical product support, to training customers and developing support and training documentation.

Essential Duties and Responsibilities (other duties may be assigned):

• Provide technical expertise and support to Molecular Diagnostic customers by telephone and in person.
• Provide installation, trouble-shooting and customer training on molecular diagnostic systems and related IVD, ASR and RUO products. Travel required.
• Provide technical assistance to sales and development as required.
• Maintain customer contact reports for all technical support and field service contacts.
• Administer training of customer and field support personnel.
• Customer complaint handling from reporting of complaints to assisting investigations and CAPA's.
• Participate in development and implementation of new product support plans to ensure successful launch and customer support.
• Monitoring installations and field quality issues to improvement existing products from a customer perspective.
• Should have excellent facilitation, communication, teamwork and organization skills.

Supervisory Responsibilities:
None

Qualifications:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Experience with molecular biology techniques such PCR, SNP, AFLP genotyping, gene expression, etc.
• Technical Support or field service experience in supporting medical or bioresearch products preferred.
• Ability to analyze and troubleshoot issue related system performance and use.
• Familiarity with Quality System Regulations, document control and quality assurance.
• Experience in the medical device, IVD, or biotechnology industries, preferably directly involved in commercial operations or product development.
• Good customer service skills to include verbal and written communications.
• Travel will start at 40% and grow to up to 70%.

Education and Experience:

• BS in Molecular biology or equivalent knowledge acquired from 2-3 years hands on experience in related scientific field.
• At least 3 years direct customer support of medical or bioresearch multiprocessor based systems and/or field service experience.
• BSEE plus experience in a commercial product or development of medical devices, IVD, or molecular diagnostics products a plus.

Language Skills:  Must be proficient in writing, and communicating in the English language. 

Mathematical Skills:  Must be consistent with BS, engineering level or higher education.

Reasoning Ability:  Good problem solving, judgment and decision making skill are required.

Certifications, Licenses, Registrations: None required.

Physical Demands:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work entails regularly performing tasks while working at a computer, desk, or laboratory bench. Work may involve occasional climbing or balance.  Work entails occasional lifting and/or moving up to 70 pounds.  Work occasionally requires travel between buildings.  This is typically completed by foot or by car.

The employee’s sensory modalities (vision, hearing, smell) and physical capabilities (ambulation without mechanical assistance, strength, coordination, dexterity, range of motion) must be sufficient to independently perform duties/functions of the position.

Travel:  Will start at 40% and grow to up to 70%..

Work Environment:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position will involve a combination of office and biotechnology laboratory environments. While performing the duties of this job, the employee may be exposed to hazardous chemicals, blood Bourne pathogens, automated equipment, and high levels of noise and vibration.  The noise level in the work environment is usually moderate.