Essential Duties:Provides technical service to customers both internally and externallyDocuments the receipt, response and resolution of all customer complaints as they relate to product performance following release and distribution.Maintains familiarity with Microbiologics product inserts, technical literature, and current regulations and requirements for quality control such as CLSI, USP, AOAC, and ISO standardsMaintains knowledge and understanding of various Industry Standard tests, product guarantees and product packaging in order to provide guidance and answer customer questionsMaintains knowledge of a wide variety of microorganisms and their general requirements and characteristicsAssists with Investigations on any alleged deficiency on product quality or performance using customer specific methods and Microbiologics laboratory methods, managing multiple complaint investigations at one time to ensure timely responses and resolutionAssist with Corrective and Preventive Actions (CAPA) as assignedAssists with Quarantine of Product and disposition (Halt Disposition), working with Tech Support Specialist or Manager as neededMaintains records of recommendations for product enhancements by customersPerforms laboratory testing for investigations and special projectsKeeps current with Microbiologics laboratory proceduresAssists with coordination of product recall activitiesAssists Marketing with technical questions and writing of blog postsProvides US and OUS distributors with technical supportInforms the Technical Support Manager on the status of technical support issuesInforms the Technical Support Manager on the status of quality assurance and product complaintsEmploys tact and diplomacy when interacting with customers, distributors and internal customersWorks cross-departmentally with ease and agilityContinues to learn new technologies, methods and skills to better assist customers and stay currentAbility to quickly shift between tasks such as emails, phone calls, and ad hoc meetingsEducation/ExperienceFour (4) year degree in relevant field (e.g., biology, microbiology, virology, cell biology molecular biology, food science, bioengineering)One(1) year of practical microbiology and/or molecular laboratory experience required, two (2) years preferredAt least one (1) year of Customer Service experience in retail, sales, or clinic setting preferredEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)Equal Opportunity Employer minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
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