Instrumentation Technical Support Specialist

**Position**: Instrumentation Technical Support Specialist

**Location**: Nanaimo, BC

**Compensation**: CAD 70-80k + extended health and dental benefits

**Vacation**: 15 days + birthday

**About the Company**: Yourgene Health is an international molecular diagnostics group which develops and commercializes genetic products and services. The Canadian team is responsible for product development and technical services associated with our proprietary platform, Ranger® Technology, which automates the purification and analysis of DNA samples.

**Our Culture**:
Yourgene is a growing, vibrant and exciting place to work, we are looking for committed driven individuals to be part of our next growth journey. Our culture is described by our employees as collegiate, friendly, professional, innovative, open and fast paced.

As we tackle difficult problems together, we rely on each other to be bold and respectful in sharing ideas. New team members will be expected to embrace this culture and to contribute to the company’s success in significant ways.

We want our people to have a career with Yourgene and we ensure that they are recognized and rewarded for their achievements and commitment. Everyone plays a critical role in our growth journey.

**About the role**: The Technical Support Specialist will respond to and resolve technical inquiries from customers related to Ranger Technology products.

The scope of support efforts will include:

- Product installation
- Instrument maintenance and repair
- Customer training
- Troubleshooting
- Optimizing instrument configurations

Much of the work will be highly independent; however, collaboration with other company personnel will be critical. This role will require hands-on troubleshooting, installation, and repair of Ranger Technology laboratory instruments.

The Technical Support Specialist will report to the Lead Application Scientist for Ranger Technology and will be supported by other members of the R&D team as needed. Learnings and outcomes from support efforts will be used to inform priorities within the R&D department.

As a product expert, the Technical Support Specialist will liaise with sales and marketing personnel to assist with marketing collateral and will help to maintain customer facing documentation including user manuals and training materials.

**Responsibilities**:

- Field incoming technical service calls, providing resolution in real-time where possible
- Perform routine in-field installations, customer training, PMs, and repairs for Ranger Technology instrumentation
- Coordinate with the R&D team to address outstanding customer concerns
- Follow up with customers to confirm issue resolution, assess satisfaction, and collect feedback
- Maintain records of all customer interactions, including inquiries, complaints, comments, and actions taken
- Update and maintain customer facing documentation
- Generate content for use in marketing collateral
- Ability to work flexible hours to support customers in other time zones
- Regular travel will be required (25-50%)

**About you**:

- Degree or diploma in relevant technical field (e.g., Engineering Technology Diploma)
- 1-4 years’ experience in a role with similar responsibilities
- Proficient with electro-mechanical troubleshooting, and repair
- Highly motivated
- Enjoy working with people
- Experience working with lab instrumentation or similar
- Excellent verbal and written communication
- Strong organizational, planning, and follow-up skills
- Strong technical writing
- Keenly interested in Yourgene Health Canadas’ technology and the challenges that we address
- Familiarity with basic molecular biology techniques is an asset but not required
- Can work out of our physical office in Nanaimo, BC

Note that this is not a traditional desk-based customer support role. This role will have a strong hands-on component and requires regular travel for in-field work.

This position is full-time and starts as soon as possible.

Yourgene Health Canada performs a rigorous, multi-step hiring process in order to ensure we bring on only the highest talent. Please be aware that the final step of the selection process will include you arranging for phone calls with former supervisors and anyone else of our choosing.

**Job Types**: Full-time, Permanent

Pay: $70,000.00-$80,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Paid time off

Flexible language requirement:

- French not required

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Nanaimo, BC V9R 3A3: reliably commute or plan to relocate before starting work (preferred)

Willingness to travel:

- 50% (preferred)

Work Location: In person

Application deadline: 2024-12-15