Staffing - Biology Technician I in Tewksbury, MA at Apex Life Sciences

Date Posted: 6/6/2018

Job Snapshot

Job Description

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, Corning Customer Service (CS), and Corning Sales Account Managers. 

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. 

Day to Day 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 

1. Able to maintain a professional telephone dialog with external and internal customers 

2. PC proficiency in the Windows environment, including MS Word, PowerPoint, and Excel; includes accurate and efficient use of internal computer systems. 

3. 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. 

Recent college graduates meeting these requirements can be ideal candidates and will be highly considered. 

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. 

Desired Skills 

1. Able to learn new databases in order to enter product complaints and access customer information (i.e.,, PeopleSoft) 

2. Able to review and edit new technical application notes, technical papers, and Marketing literature 

Soft Skills

1. Able to work with and communicate effectively (orally and in writing) with Scientific Support team members and colleagues in other departments/regions. 

2. Able to remain professional and exhibit patience when addressing customer concerns 

3. Able to lead initiatives and activities w/in the Scientific Support team, as required 

EEO Employer

Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or 844-463-6178.