Technical Sales Support Specialist jobs in Worcester, MA

LGC Group is a UK-headquartered life sciences measurement and testing business with >$510m of annual revenue and >2,500 employees globally. LGC’s Clinical Diagnostic Business Unit exists within the Standards Division and is comprised of two operating entities - SeraCare Life Sciences and Maine Standards Company. We are in vitro diagnostic (IVD) manufacturers of clinical diagnostic quality solutions to the extended life science industry.

Our 200 employees operate FDA-registered and ISO 13485-accredited facilities in Maine, Massachusetts and Maryland and support diagnostic professionals in laboratories across the globe. We partner with IVD developers, pharmaceutical, CRO and academic institutions to share our expertise and resources in clinical chemistry, immunochemistry, serology, molecular diagnostics and clinical genomics.

We are committed to improving patient healthcare by offering products and services that support accurate and reliable diagnostic results.

SUMMARY

Reporting directly to Senior Director, Technical Services, the Technical Support Specialist is responsible for all Technical Support functions including fielding customer and sales team questions and complaints regarding LGC Clinical Diagnostics Multichem products and supportive IAMQC software. The Technical Support Specialist position requires an individual with a strong clinical laboratory understanding and excellent communication skills.

ESSENTIAL ELEMENTS:

Technical Support:

• Provide daily technical support to both internal and external customers (phone, email and direct).
• Function as product ‘Champion’ for all Multichem product offerings and IAMQC® software used to evaluate QC performance.
• Manage product inquiries/complaints for Multichem products.
• Collaborate with Ireland site for Multichem inquiries and complaints originating in the US.
• Provide IAMQC support in relation to customer inquiries and data review.
• Provide additional Multichem product support for global customers.
• Must exhibit high-energy, excellent communications (written and verbal), strong multi-tasking and organizational skills.
• Conduct internal meetings to review customer field data and ensure current product performance continues to meet customer needs.
• Provide training for Multichem and IAMQC products/applications as requested.
• Prepare weekly/monthly reports on key metrics for Multichem products as requested.

Team:

• Exhibits a passion for supporting customer needs, for maintaining high standards of performance and for teamwork.
• Being a champion of meeting both internal and external customer needs.
• Supports an environment which promotes positive communication and respect.
• Keeps up-to-date on regulations and accepts ownership to comply with regulatory requirements while achieving goals.

SECONDARY ELEMENTS

• Assists with other projects as necessary

EDUCATION and/or EXPERIENCE:

• Requires a bachelor’s degree in Medical Technology or a scientific discipline
• 3 years of experience in a clinical laboratory environment or related field.
• Demonstrated ability to interact directly with internal and external customers
• Demonstrated ability in multi-tasking.
• Demonstrated success interacting with customers and acting as the ‘Voice of the Customer’

KNOWLEDGE AND SKILLS:

• Demonstrated highly effective oral communication skills and ability to communicate effectively at all levels of the organization.
• Strong computer skills required with proficiency in all Microsoft Office products, CRM software and ERP systems.
• Effective organization and planning skills.

LANGUAGE SKILLS:

• Requires strong interpersonal communication skills both written and verbal.
• Must be able to read, write, speak fluently and comprehend the English language.

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.
• Requires prolonged sitting and working at a computer monitor. Repetitive motion using a keyboard for long periods of time. May occasionally be required to lift and move light material weighing up to 10lbs.

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.
• Agreeable work environment typical of an open office setting with some exposure to noise from office machines. Limited Travel may be required.