Job Information
Bio-Techne Product Support Engineer in Wallingford, Connecticut
By joining Bio-Techne, you’ll join a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics. Bio-Techne, and all of its brands, provides tools for researchers to further treat and prevent disease worldwide.
Salary Range: $75,000 - 100,000 based on experience and qualifications
Position Summary:
The Simple Plex platform is an automated microfluidics-based immunoassay solution within the Analytical Solutions Division of Bio-Techne (NASDAQ: TECH). We're rethinking protein tools and helping thousands of researchers worldwide resolve their protein analysis problems so they can reveal new insight into proteins and their role in disease.
Product Support is vital to our success in developing and selling award-winning biotech instruments for the life sciences industry. Use your strong technical prowess, problem-solving, documentation, and analytical skills to expand the reliability of our instrument systems while resolving customer's platform issues and collaborating with R&D Engineering to extend the technical documentation and continuously improve the technology. We offer an opportunity to work with state-of-the-art software/hardware technologies amongst a very creative, motivated, and talented team.
The responsibilities of this position are to apply detailed technical and problem-solving skills to resolve various support issues arising from a PC / software-driven instrument that automatically runs a microfluidic-based immunoassay protocol and performs fluorescence intensity measurements.
Job Responsibilities:
Utilize hands-on troubleshooting skills to address issues with instrument platforms and/or consumables, especially when the root cause is unclear, working closely with our customer-facing technical services team.
Collaborate with R&D Engineering to analyze all available data related to any given issue, aiming to resolve challenging problems and identify areas for platform improvement.
Perform maintenance, repair, and upkeep tasks as needed for the fleet of Simple Plex Ellas located in Wallingford.
Develop comprehensive and detailed technical documents for the platform, intended for training new employees and supporting various service and support personnel.
Monitor and track platform issues, utilizing various issue tracking systems to provide management with historical metrics and insights through data mining.
Handle sensitive and proprietary information with discretion and confidentiality.
Complete new assignments with a moderate level of written or verbal direction and act independently on routine tasks or projects with minimal verbal or written guidance.
Plan, organize, time manage, and multi-task to complete assignments efficiently.
Lead internal problem resolution and complaints, manage and document incoming platform inquiries, actively update, maintain, and monitor open issues to support quick resolution of internal customer complaints.
Qualifications
Education and Experience:
Bachelor’s degree in Engineering or equivalent with a minimum of 1-2 years of experience developing, producing, or supporting a complex device involving one or more of the following technologies: instrumentation, data acquisition, motion control, firmware, software, optics, image acquisition, data analysis, and microfluidics.
Attention to detail, organization, and data analysis skills are required.
Working knowledge of Microsoft Word and Excel is required.
Must be able to work in a fast-paced environment, multitask, and have good communication skills, both verbal and written.
Customer facing experience resolving product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution is preferred.
Knowledge, Skills, and Abilities:
Proficiency in computer hardware fundamentals and basic I/O operations.
Experience and understanding of computer operating systems, particularly Windows 10, including configuration.
Quick grasp and adaptability to new software configurations and functionalities.
Capacity to analyze, interpret, and effectively communicate scientific and diagnostic data.
Skill in breaking down systems into subcomponents, subfunctions, and potential failure points.
Strong mechanical aptitude gained through hands-on experience in building and repairing.
Working knowledge of fundamental principles in physics, mathematics, and statistics.
Demonstrated ability to troubleshoot and resolve complex problems efficiently.
Experience in updating and configuring Simple Plex device drivers.
Effective negotiation skills demonstrated through collaboration and compromise in problem-solving.
Ability to handle confidential information with discretion and confidentiality.
Capability to tackle new assignments with moderate direction and work independently on routine tasks with minimal guidance.
Strong organizational and time management skills, adept at multitasking to efficiently complete assignments.
Proficiency in leading customer problem resolution and complaints, managing and documenting platform inquiries, and actively monitoring and updating open issues for swift resolution of customer concerns.
Why Join Bio-Techne:
We offer competitive salaries along with extensive medical, vision, and dental plans for you and your family starting on day one!
We invest in our employees’ financial futures through 401k matching and an employee stock purchase plan.
We help our employees develop their careers through mentorship, promotional opportunities, training and development, internship programs, and more.
We offer employee resource groups, volunteer paid time off, employee events, and charity drives to build a culture of caring and belonging.
We foster a culture of empowerment and innovation, where employees feel valued and encouraged to bring their new ideas to the table.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Bio-Techne is an E-Verify Employer in the United States.