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Staffing - Biology Technician I
Ref No.: 18-08710
Location: Tewksbury, Massachusetts
Job Title: Biology Lab Technician
Job Location: Tewksbury, MA
Job Duration: 1 Year+


Job Scope:
  • Promotes customer satisfaction and loyalty by responding to customer inquiries with accurate information in a timely manner. Technical inquiries are addressed by telephone or e-mail, and can be directly applicable to product use and documentation (e.g., certificates, protocols), applications support, product troubleshooting, Sales leads, product performance issues/concerns, and product selection.
  • Customer inquiries are received from end-users, Distributors, Client's Customer Service (CS), and Client's Sales Account Managers.
Responsibilities:
  • This position is responsible for troubleshooting product quality issues/concerns, and requires knowledge of complaint entry and handling in the complaint management system.
  • Provides product and applications training for the CS team and other business groups as required. Participates in product/trade shows and collaborates with other departments/regions as required: Sales for lead delivery, Marcom for literature review and editing, participation in Webinar/Seminar programs, business team participation, and engagement with global Scientific Support teams in EU, China, and Japan.
Responsibilities:
  • Answer customer inquiries by phone and email
  • Deliver product training as required.
  • Maintain and update the Expert System of product and applications information database
  • Participate in product quality complaints handling process, especially in the area of issue/concern troubleshooting
  • Collaborate with other departments/regions to assist with technical questions/consults, deliver leads to the Sales team, and support the Marketing/Marcom departments (edit literature, participate in Webinar/Seminar program), and engage with the global Scientific Support teams.
Required Skills:
  • Able to maintain a professional telephone dialog with external and internal customers
  • PC proficiency in the Windows environment, including MS Word, PowerPoint, and Excel; includes accurate and efficient use of internal computer systems.
  • Able to quickly search and navigate the Expert Technical Database System and the CLS Website for product & applications information
Education - Required
  • Bachelors in Life Science (cell biology, biology, cancer biology, stem cell biology, cell based focus areas or any other related field) or equivalent.
  • MASTERS a plus.
Experience - Required
  • Minimum of 2 yrs lab exp. (within the education/degree focus area or related) preferably cell culture, genomics, drug discovery. Preferred experience with eukaryotic cell culture.
  • Internships in these areas will/can be considered as required experience.
  • Candidates with backgrounds in Life Sciences, Lab based companies (Biotechnology, Pharmaceutical, CROs), Academics (in related field) may be ideal candidates.
Note: 
  • Recent college graduates meeting these requirements can be ideal candidates and will be highly considered.
Desired Skills
  • Able to learn new databases in order to enter product complaints and access customer information (i.e., Salesforce.com, PeopleSoft)
  • Able to review and edit new technical application notes, technical papers, and Marketing literature
Soft Skills:
  • Communication/Team/Leadership
  • Able to work with and communicate effectively (orally and in writing) with Scientific Support team members and colleagues in other departments/regions.
  • Able to remain professional and exhibit patience when addressing customer concerns
  • Able to lead initiatives and activities w/in the Scientific Support team, as required
Note:
  • Hours of work/work schedule/flex-time: 40
  • Travel Requirements: 5%