Life Science Technical Support Specialist
3 weeks ago
Aurora Scientific Inc. has over 40 years experience in designing, manufacturing, and servicing research equipment. We value excellence, innovation, responsiveness, and the satisfaction of a job well done. We stand behind all our products and strive for the highest level of customer service possible. That mission motivates our people and our work and is a driving force behind our commitment to quality product design and superior customer service.
Why this Job Matters
Aurora Scientific is the trusted provider for scientific instrumentation for the life science and material science community, as well as security and medical diagnostic applications. Our products are used by scientific researchers in universities, hospitals, and experimental labs around the world. Our clients are working to keep people healthy and safe and solve the mysteries behind human health.
Position Summary
The Life Science Support Specialist is responsible for providing technical support and expertise to our customers. This includes on-site installation of our instruments at customer labs, troubleshooting equipment issues, assisting with servicing instrumentation remotely and in person, and ensuring optimal performance and functionality for our Life Science products. Collaborating closely with our sales and engineering teams, this role will help to identify customer needs, provide training, and deliver exceptional customer service. This is an exciting opportunity to contribute directly to scientific advancement by ensuring our customers have reliable, cutting-edge tools for their research.
Position Type
- Based in Aurora, ON facility or Hybrid
- Full Time, Salaried
- Days and hours of work are generally performed Monday through Friday, 8:00 a.m. to 5:00 p.m.
- Must be flexible to work outside of normal hours
- Travel up to 25% may be required to customer sites.
The essential functions include, but are not limited to the following:
Remote Technical Support
- Provide technical assistance to Life Science customers across a range of products
- Perform remote support appointments via online tools to help solve software/system issues
- Initiate contact and follow-up with customers to resolve problems and answer questions
- Communicate and collaborate with engineering team on product updates/changes/prospective new products
- Escalate and advise on customer requests for replacement or new equipment to sales Team
- Prepare, process, review and monitor various documents
- Provides reports, advisory support and assistance to the department supervisor as needed.
- Installs new equipment at customers facilities
- Performs on-site training on basics of how to use equipment
- On-site troubleshooting and repair of instruments
- Attends trade shows, support existing clients, network, and learn
- Attends seminars, sales meetings or educational activities to stay up to date on the latest developments, trends, regulations in the marketplace
- Performs other work-related duties as assigned
- Act as a point of escalation for clients ensuring best in class service is constantly being delivered
- Work positively with support functions to fully define the processes/procedures/controls relevant to team activities
- Provide support and input to continuous improvement activities within the team
- Liaise and communicate effectively with customers and other departments
- Share ideas to improve operations by recommending, and implementing continuous process and procedure improvements to optimize results while adhering to quality standards, Company policies, and Customer requirements
- Customer satisfaction and/or Promotor score
- Paid installation revenue
Education/Licenses/Certification
- Four (4) year Technical Degree – BME/Electrical/Mechanical Engineering Preferred
- Must maintain a valid driver’s license and the ability to meet company insurance requirements
- Must maintain a valid international passport
- Strong computer skills
- Troubleshooting mindset to help identify the root cause quickly
- Knowledge of basic electronics
- Experience working in a research lab environment
- Experience working in a teaching, consulting or customer support role
- Excellent verbal and written communication skills – primarily customer-facing email & phone correspondence
- Hands-on mechanical aptitude for installation and repairing instruments
- Ability to effectively establish rapport, present information and respond to questions from managers, clients, customers and the public
- Strong attention to details
- Excellent problem-solving skills
- Ability to manage a wide variety of activities at the same time
- Ability to work cross functionally and collaboratively with many stakeholders
- Good understanding of customer requirements and the impact of failure/cost of poor quality
- Ability to solve practical problems and deal with a variety of concrete variables
- Ability to interpret a variety of instructions furnished in written, oral or schedule form
- Technical skill to use a variety of software packages and provide remove customer support
● Dependable –our team, and clients, can count on your knowledge and understanding. Comfortable accepting accountability for your performance
● Self-motivated – you see every new task as an opportunity to learn and grow, you work well independently and are a self-starter. Strong work ethic; acts with integrity; Energized by challenges; decisive; outgoing and positive
● Strong communication – Excellent communication skills, as well as experience managing a wide range of relationships with people at all levels within an organization, including global leaders. Can adapt your communication style to your audience, and know how to ask questions and receive feedback
● Organized – Strong organizational skills with the ability to prioritize, coordinate and manage multiple tasks/projects simultaneously. Attention to detail and superior ability to organize systems, tools, and timelines
● Positive – you bring energy into the room by being courteous, helpful and by providing excellent support to our clients and team. Entrepreneurial attitude and strong work ethic with the drive to push forward deliverables and engage stakeholders as needed
What we Bring
We offer an excellent benefit plan, performance incentives and paid personal leave, in addition to vacation time. Our office is bright and welcoming and is steps away from a beautiful greenspace with walking trails. Our Health and Wellness committee is dedicated to employee engagement through treat days, opportunities for community support, and company events.
Working for a small company can offer numerous advantages for candidates seeking a dynamic and collaborative work environment. Unlike larger corporations, where roles can be more specialized and limited in scope, small companies provide a unique opportunity to accelerate your growth by giving you the opportunity to explore and expand your skills in various areas. This exposure allows you to develop a diverse skill set by working closely with professionals from various fields.
We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please let us know. Aurora Scientific is an Equal Opportunity Employer, Drug-Free Workplace and complies with ACA regulations as applicable.
We will review applications as they are received and look forward to hearing from you. #J-18808-Ljbffr
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