Technical Support Specialist

Summary

Personalized, cell-based therapy is emerging as a paradigm-shifting strategy in healthcare. To harness the potential of cutting-edge cellular engineering, stringent process controls must be put into place that monitor and measure critical parameters of the cell product at every step, from patient sample acquisition to drug product release. In essence, the process is the product.

Accellix offers a streamlined flow cytometry workflow solution that couples dried ambient-stable reagents, automated cell sample preparation and data acquisition within a single-use microfluidic cartridge, and customized auto analysis. The combination results in robust multiparametric analysis with ‘mix and read’ simplicity, enabling standardized process controls for our cell and gene therapy customers. See more information about the company here: https://www.accellix.com/

Accellix is looking to recruit a Technical Support Specialist to support customers Cell Therapy manufacturing journey. The Technical Support Specialist will report to Head of Technical Support and will be responsible to provide remote pre and post sales technical support for the Accellix platform to customers and field personnel, as well as relaying customer feedback to the organization

The ideal candidate will bring relevant experience, enthusiasm for having a tangible impact on cell therapy, and a collaborative and down-to-earth attitude.

Responsibilities

  • Improve Accellix users’ experience
  • Liaise with Head of Technical Support and field-based teams for the purpose of driving customers’ complaints to resolution
  • Monitor and verify implementation of field training processes
  • Monitor and verify implementation of the tools to be utilized by the company’s field representatives to improve product installations, annual maintenance, and upgrades
  • Review, monitor and verify servicing documentation, reports and communication internally and with customers
  • Review and handle customer complaints and inquiries with FASs and QA, including but not limited to tracking and resolving in timely manner
  • Act as a focal point for field/customers technical questions and communications
  • Some travel will be required as needed for training and meetings

Required Qualifications

  • Experience with Technical Support of SW and HW devices, hands on.
  • B.S with 3+ years or M.S. with 1+ years of experience in a diagnostic, pharmaceutical, or other biotech industry setting
  • Experience with Service and Support tools
  • Ability to work independently or collaboratively, as projects require
  • Prepared to be highly engaged, both within the team and within the company
  • Experience with medical/life science tools devices and instrumentation
  • Methodical and detail oriented
  • Ability to work well under pressure in a multiple time zone setting, handle multiple projects and meet deadlines
  • Proven track record to diagnose and resolve problems on electronic and mechanical instrumentation in a scientific laboratory environment, with a focus on remote resolution
  • Excellent analytical, interpersonal and communication skills with the ability to communicate sophisticated technical issues in an easy-to-understand manner
  • Good written and verbal communication skills, self-motivated and an effective teammate

Desired Qualifications

  • Excellent analytical, interpersonal and communication skills with the ability to communicate sophisticated technical issues in an easy-to-understand manner
  • Advanced degree in science/engineering, or related technical field
  • Experience as a technical support engineer
  • IT experience would be an advantage
  • Hands-on experience with flow cytometry or cell sorting instrumentation
  • Strong problem solving and communication skills
  • Professional background in life sciences, cell biology, biomedical engineering or related subjects
  • Training skills