Technical Support Specialist - Markham, Canada - Fluidigm

Fluidigm
Fluidigm
Verified Company
Markham, Canada

1 week ago

Sophia Lee

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Sophia Lee

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Description

Job Description:


Would you like to join an innovative team driven by a bold vision - _unleashing tools to accelerate breakthroughs in human health?_**It is an extraordinary time for Standard BioTools. Our technology is empowering customers to improve life through comprehensive health insight. We invite you to join a leading provider of indispensable life sciences tools that is accelerating global research on multiple frontiers of human health.

At Standard BioTools, we are building a positive culture where our people can do the best work of their careers, informed, and influenced by our core behaviors:

  • Keep customers front and center in all of our work
  • Be accountable and deliver on commitments
  • Drive continuous improvement
  • Be collaborative and work as one team: fostering communications in a learning, coaching, and helpful environment

Description:

  • Take full ownership of assigned cases, guiding them through troubleshooting or escalation to final resolution
  • Track customer complaints, identifying trends and conducting failure investigation with crossfunctional teams, all the while meticulously following SOP to ensure that every customer interaction gets logged into the call tracking database
  • Create, review and publish knowledgebase articles.
  • From time to time, maybe required to be on call, or work additional hours; flexibility to work on different shifts.

Requirements:


  • Strong theoretical flow or mass cytometry foundation: intimate knowledge of sample preparation, data acquisition or data analysis, combined with experience in customer support (preferably in the life sciences)
  • Proficient in the use of Microsoft Office software including Word, Excel and Outlook.
  • Proficient in the use of other computer software packages such as TeamViewer, Zoom and Teams.
  • Ability to work in a fastpaced, intense service environment effectively; logical thinking is a must.
  • Multitasking skills and excellent ability to prioritize the workload.
  • Strong computer hardware/software troubleshooting skills.
  • Comply with departmental policies, procedures, directives, rules and regulations

Minimum Qualifications:

  • BS degree with five years of relevant experience in Mass Cytometry, flow cytometry or an allied discipline, and at least three years of customer or technical support experience. Alternatively, Masters or PhD in Science with 2 years of relevant experience in Mass Cytometry.
  • Proven experience in at least one of the following: sample preparation, data acquisition or data analysis, combined with experience in customer support (preferably in the life sciences)
  • Outstanding troubleshooting and problem solving skills combined with a genuine desire to see the customer succeed
  • Professional telephone manner
  • Selfmotivation, attention to detail and excellent communication skills
  • The ability to thrive on challenge within a dynamic organization at the forefront of scientific progress
  • The Company is committed to providing an inclusive and barrier free recruitment process to applicants with accessibility needs in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you require an accommodation during this process, please inform The Company of your requirements. We are an equal opportunity employer_
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