Senior Product Support Specialist
Senior Product Support Specialist
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Job Description
Our Mission is to Map the Universe of Biology.
As the pioneer in the field ofspatial biology NanoString enables scientists across the globe to envision molecular interactions in three dimensions with three different systems thenCounter Analysis System theGeoMx Digital Spatial Profiler(DSP) and theCosMx Spatial Molecular Imager(SMI) platform. As a result scientists can see the multiomic expression of genes and proteins in the natural context of tissue structure. The secret sauce to the companys success is our people who are committed to excellence and dedicated to catalyzing the next biological revolution. Collectively we live our corporate values of ambition grit ingenuity authenticity and customers every day.
NanoString a dynamic and expanding biotechnology company with innovative technologies is seeking for a highly skilled and motivated individual to join our Customer Experience team as a Senior Product Support Specialist. In this role the individual will play a crucial part in solving the essential support needs of our priority customers and our field teams.As a key liaison between various support functions and field teams including Product Support Engineers R&D and Field Service Engineers the individual will contribute to the diagnosis and resolution of complex technical challenges. The ideal candidate will have a strong background in technical support to provide comprehensive support to our high priority customers and our Field Service Engineers (FSEs)
We are looking for a dedicated professional who thrives in a fastpaced environment. If you are passionate about biotechnology have excellent problemsolving skills and are eager to contribute to the success of both our customers and NanoString join our innovative team as a Senior Product Support Specialist. Take the next step in your career and be part of a company that is revolutionizing the future of biotech.
Target Base Salary Range:
$95000 $130000
Responsibilities:
- Act as the subject matter expert and provide specialized support for NanoStrings platforms
- Support Technical Engineering training initiatives for all NanoString platforms to enhance team capabilities by working with field specialists on developing course content and technical documents.
- Contribute to the development and maintenance of a comprehensive knowledge base facilitating knowledge transfers within the technical support team and field teams. This includes utilizing Salesforce and other tools to extract data and transforming it into meaningful reports to improve the quality of support.
- Participate in the development writing and testing of service bulletins procedures and replacement parts to ensure accuracy and reliability in field operations.
Qualifications and Requirements:
- B.S or M.S. in engineeringrelated field with relevant experience.
- 68 years of experience (B.S. and M.S. respectively) in Support and Quality Control Engineering
- Proficiency in developing procedures for instrument qualification installation and software updates.
- Experience with Mastercontrol for documentation and expert knowledge on NanoString platforms preferred
- Experience creating and delivering training in a technical setting.
- Provide support to team members in different time zones and around the world; both remotely (frequently) and in person (infrequently)
- Excellent communication skills with the ability to understand and address technical and operational issues of customers and internal teams.
- Ability to work independently and collaboratively in crossfunctional teams. Ability to drive tasks to achieve scheduled deadlines.
Territory:
- Seattle WA with global responsibilities
Base salary is an integral part of NanoStrings total compensation package. Base salary considers an individuals skills experience and competitive market value. The base salary range represent what NanoString pays for a job within a salary grade based on external market data in comparison to similar positions from other companies in our industry. Employees generally enter a salary grade at the lowertomidpoint in the range.
Other compensation elements include a discretionary annual bonus incentive compensation for sales roles comprehensive benefit plans and paid time off including designated holidays.
NanoString is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender perception or identity national origin age marital status protected veteran status or disability status. NanoString does not accept unsolicited agency resumes and will not pay fees to any thirdparty agency or company that it does not have a signed agreement with.
COVID19 VACCINATION REQUIREMENT: NanoString has a COVID19 vaccination policy that applies to ALL U.S. employees (regardless of work location) onsite contractors and visitors except as prohibited by applicable law. As a condition of employment newly hired employees are required to provide proof of full vaccination within 31 days of their hiring date or have applied for an exemption for which an accommodation can be made. Being fully vaccinated means that an individual is at least two weeks past their final (or only) dose of an authorized COVID19 vaccine regimen. Exemptions will be considered for medical conditions/disabilities and sincerely held religious beliefs observations or practices. For any visitor coming onsite to one of NanoStrings facilities we must verify that the visitor is fully vaccinated against COVID19 prior to site entry and visitors must don a face mask at all times when onsite in a NanoString facility.
Accommodations
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Required Experience:
Senior IC
Employment Type
Full-Time
