Technical Support Scientist at Fluidic Analytics
Cambridge, GB

This role is an opportunity for a talented candidate, with strong technical and scientific understanding, to support our customers in using our innovative instrumentation to performing cutting edge science. As Technical Support Scientist you will provide first class assistance to external customers, end-users, colleagues and distribution partners, ensuring all experience positive interactions with our products and are ale to use our technology to understand the biological world. Responsibilities and duties will include:

Provide timely and industry leading technical and scientific support to both internal and external customers

  • Work across teams and functions in the Company to ensure accuracy of information provided to customers
  • Continuous maintenance and optimization of support processes including phone, email, technical and service bulletins, and CRM workflows
  • Continuous improvement of the customer experience through staff, process, and support tool development

Deliver technical and scientific training to internal and external stakeholders

  • Coordinate and provide technical training to staff on the Company’s products and technical trouble shooting
  • Train and comprehensively support distribution partners so they are motivated and enabled to sell the Company’s products and provide post-sales support to their customers
  • Provide technical and scientific input across the commercial function of the Company

Represent the voice-of-the-customer within the Company

  • Raise technical problems requiring hardware, software or process changes with the relevant parties and ensure the requisite changes are implemented in a timely fashion
  • Provide VoC feedback during UX activities early and often so that UX prototypes are as suitable as possible
  • Liaise with the software team to prioritise development activities that will most impact our users

Develop resources to enhance our support capabilities

  • Produce written technical support content - knowledgebase articles, FAQs, troubleshooting guides
  • Generate scientific tools and resources to assist our customers - experiment guides and tips, calculators

 

 

 

Requirements

You’ve Got This Covered:

  • MSc or PhD in biophysics or biochemistry
  • Specific knowledge of proteins and protein characterisation
  • Demonstrable experience in providing first class technical scientific customer support
  • An aptitude for technical instrumentation with a sound understanding of the operating principles of a wide range of analytics instruments
  • Excellent written and verbal communication skills
  • Excellent problem solving and troubleshooting skills
  • Demonstrable ability to work in teams
  • Willingness roll-up sleeves to get things done and go the extra mile
  • Exemplify our guiding principles; competence, integrity, communication

Benefits

What You Can Expect From Us:

  • Competitive Salary
  • 25 days holiday
  • Share Options Scheme
  • Flexible working
  • Company Pension
  • Group Income Protection
  • Group Life Assurance
  • Well-being initiatives
  • Cycle to work/ Tech scheme’s
  • Employee assistance program
  • Free fruit and as much tea and coffee as you can drink
  • Inclusive team environment where your contribution will truly make a difference

At Fluidic Analytics we value people for who they are and the contribution they make. An Equal Employment Opportunity employer, we are committed to being a diverse and inclusive working environment where all qualified applications are welcomed regardless of gender, race, religion, age, socio-economic background, disability, sexual or gender orientation.