Customer Support Associate

**bioLytical** is hiring a committed, knowledgeable Customer Support Associate to conduct investigations for performance related customers complaints. Reporting to the Manager, Technical Support the Associate is responsible for providing customer service and product support to the customer. This role requires the ability to analyze complex technical and medical information and effectively communicate with customers on investigation results and device performance.

**HOW YOU WILL CONTRIBUTE**
- Provide technical support to receive, document and address incoming customer complaints, inquiries, and any other customer feedback.
- Conduct investigations for performance related customers complaints; includes performing sample testing, production batch record review, trend analysis and generation of investigation reports.
- Maintain the customer records and event files related to customer complaints.
- Update and maintain the device and process related risk management files during the post-market phase of the device.
- Support and provide direction to the customer support team to provide a knowledgeable response to the customer in a timely manner.
- Conduct data analysis on a regular basis.
- Conduct post-market surveillance and post-market clinical follow-up, support regulatory team with Trend reporting, and Summary of safety and performance report.
- Conduct customer satisfaction surveys as per procedural requirements.
- Assist in the preparation of reports and presentations for quality management review meetings.
- Coordinate return of products or samples for investigation as required.
- Manages escalation of unresolved investigations to higher level of support
- Support technical documentation (e.g. technical bulletins) for bioLytical devices
- Participate in the Internal Audit program and External certification audits at bioLytical Laboratories.
- Provide technical support in the implementation of the electronic Quality Management System (eQMS).

**WHAT OUR IDEAL CANDIDATE WILL HAVE**
- Undergraduate degree, preferably in a scientific discipline _(Biomedical, Biology, Biochemistry, Molecular Biology, Microbiology or other Life Sciences field preferred)._
- Excellent interpersonal skills, oral communication skills, and written communication skills.
- Must have strong analytical and technical writing skills.
- Organized, detail-oriented, and able to follow written instructions.
- Must be able to work independently following a brief period of specific technical training.

**WHAT WE OFFER**
- A competitive compensation package
- Extended health benefits including dental - 100% employer contribution
- Flexible working hours
- Paid sick days
- Bonus day off with pay on your birthday every year
- Complimentary reserved parking
- Exercise room with a gym and shower facilities
- Opportunity to work with industry experts who are motivated and passionate about what they do but know how to have some fun
- A chance to show off your dance moves and singing voice at the company parties and jump in to score a victory or lead the way in our outdoor games at the summer barbeques
- The opportunity to join an ‘off the charts’ foodie culture in our large kitchen and try out your favourite recipes or enjoy the culinary delights as they hit the share table

**About bioLytical**

bioLytical Laboratories Inc. is a privately-owned Canadian company focused on the research, development and commercialization of rapid in-vitro medical diagnostics using its proprietary INSTI® technology platform. bioLytical has won several local and industry awards, including BC Exporter of the Year in 2019 and the Globe and Mail’s Fastest Growing Companies list in 2020. We have been named Lifesciences BC’s Growth Stage Med Tech Company of the Year and have been featured on BC’s Fastest Growing Companies six years in a row. bioLytical moved to a significantly larger, state-of-the-art facility in Richmond in 2020 to accommodate the extraordinary growth achieved through our team.

Come join us on our journey and help make a difference to millions of lives

**CORE VALUES**

**INNOVATION** in what we do, how we do it and how we think: Contributes new ideas, challenges the status quo, takes the initiative on projects.

**NEVER SAY NEVER**: Stays engaged until the goal is reached or project is completed. Overcomes barriers. Cares so much about the task at hand that the impossible is made possible.

**SENSATIONAL** to our clients, to our partners, to each other: Spirited team player, who adapts to new situations quickly and is beyond reliable.

**TAKES OWNERSHIP** of goals, decisions, actions, and results: Arrives on time and prepared, leads by example, follows through on commitments.

**INSPIRED** to excel: Demonstrates a passion for INSTI, our people and our projects. Is not complacent, shares knowledge freely, exhibits awareness of self, their surroundings, and the business.