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Product Support Specialist II

Expired Job

Thermo Fisher Scientific Inc. Canoga Park , CA 91303

Posted 5 months ago

Job ID :
74397BR

Location :

US - California - Canoga Park

:

Job Description

When you join us at Thermo Fisher Scientific, you'll be part of a smart, driven team that shares your passion for exploration and discovery. With revenues of $22 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.

Location/Division

Canoga Park, CA / Transplant Diagnostics (TDX)

The Transplant Diagnostics (TDX) business (also known as One Lambda) is the worldwide leader in HLA typing and antibody detection assays, and is known for its commitment to quality, service and innovation. Founded in 1984 by Dr. Paul Teraski, a pre-eminent researcher in the field of transplantation, One Lambda is a pioneer in transplant diagnostics. One Lambda's tests are used by transplant centers for tissue typing, primarily to determine the compatibility of donors and recipients pre-transplant, and to detect the presence of antibodies that can lead to transplant rejection.

How will you make an impact?

The Product Support Specialist II must be familiar with the One Lambda, Inc (OLI ) product lines in general, with a working knowledge of Tissue Typing Trays, Lambda Cell Trays, Micro SSP, ASG, SeCore, LABType, AllType, Lambda Cell Trays, Lambda Antigen Trays, Flow PRA, and LABScreen. In addition, a working knowledge of all OLI analysis software is required as well as Microsoft Office and Microsoft Excel is required. This individual is responsible for processing OLI Customer Inquiries in accordance with SOP-0030 and must work closely with the Quality Assurance, Technical Application Specialist, Sales, Marketing and Research Departments. This individual will be required to maintain direct contact with all OLI customers and distributors.

What will you do?

  • Process Customer Inquiries (both Domestic and International) in accordance with SOP-0030

  • Provide instant technical support for OLI reagents and analysis software to OLI customer base by telephone or by e-mail

  • Log in all telephone and e-mail correspondence that does not result in a Customer Inquiry into designated communication log

  • Interface between Quality Assurance, Technical Application Specialists, Sales and Research departments for appropriate communication to customers

  • Maintain an e-mail database of all OLI product users (by product family) to assist the Quality Assurance department with the dissemination of Product Quality Notices

  • Provide instant technical support for all One Lambda products and software via telephone and e-mail. This type of help may include: reagent troubleshooting or investigation of ordering/shipping errors. Process Customer Inquiries in accordance with SOP-0030.

Contacts and Relations:

  • The Product Support Specialist III must maintain a professional relationship with all OLI customers and distributors. This individual must feel comfortable communicating with difficult personalities. All individuals within the Product Support Specialist department must interact closely with the Technical Application Specialists and Quality Assurance representatives on a daily basis.

Accountability:

  • Must be able to maintain the confidentiality of sensitive business and product related information. Exercise good judgment, discretion, and common sense in the course of executing the required professional duties and responsibilities. This individual must be self-motivated and comfortable with decision making.

How will you get here?

Education / Experience

  • Bachelor's degree in the Biological Sciences, Computer Sciences or related field; OR three (3) years of equivalent job-related experience

Knowledge, Skills, Abilities

  • Working knowledge of Microsoft Office (Word, Excel, and PowerPoint),

  • Ability to communicate effectively through telephone and written correspondence with customers at various professional levels

  • Maintain confidentiality of company business and product information

  • Diagnose technical problems quickly and communicate resolutions to the end user

  • Exercise independent judgment and initiative in ongoing customer relations

  • Maintain a positive and professional relationship with customers and staff

  • Self train if necessary after initial departmental training is complete

Training Requirements

  • SOP-0030

  • Microsoft Office

  • All OLI Products

  • All OLI Software

  • Appropriate Customer Service techniques

Working Conditions/Physical Requirements

  • This position requires long periods of time in front of a computer

  • Lifting of packages (25 lbs) and materials is required

Preferred Qualifications

  • Experience with One Lambda Tissue Typing Trays, Lambda Cell Trays, Lambda Antigen Trays, MicroSSP, ASG, SeCore, ALLType, and/or FlowPRA
  • Experience with One Lambda Analysis software

This position has not been approved for relocation assistance.

At Thermo Fisher Scientific, each one of our 70,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular missionenabling our customers to make the world healthier, cleaner and safer.

Apply today! http://jobs.thermofisher.com

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

If you are an individual with a disability who requires reasonable accommodation to complete any part of our application process, click here for further assistance.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.


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Product Support Specialist II

Expired Job

Thermo Fisher Scientific Inc.