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Technical Application Scientist I - Digital Support Team in Carlsbad, CA at Integrated Resources, Inc

Date Posted: 12/7/2018

Job Snapshot

Job Description

Technical Applications Scientist I Digital Support Team (contracted position) Position Objective The Technical Application Scientist I Digital Support Team applies knowledge of scientific principles, products, concepts and practices to support a variety of customer inquiries. They are responsible for providing web-based pre- and post-sales technical support and education to external customers and internal field personnel as well as relaying customer feedback to the organization. Essential Functions Provide technical support for Thermo Fisher Scientific products and services through the development of web-based / online technical content based on customer and business need. Develop customer support tools like product FAQs, troubleshooting guides, product selection tools, education hubs, webinars, videos and other tools to be determined. Utilize existing content, modify existing content, or develop new content, as applicable to make web-friendly . Draft, edit, review and finalize technical documents in collaboration with cross-functional teams to publish on the website. Gather customer feedback and update web content accordingly based on technical support team recommendations. Work with cross-divisional and web teams to implement content on website as needed. Work with Services & Support marketing team and Global Marketing on Customer Insights , to assess how customers utilize support information, uncover technical support needs, propose and develop new tools or channels to support those needs. Accurately records pertinent information from customer contacts in Customer Relationship Management system. Present web and technical updates and contribute to department meetings. Participate in training on products and continuing education on new applications and technologies to remain at the cutting edge of scientific knowledge. May be required to perform other related duties as required and/or assigned. Education Requires a BS in the Life Sciences. MS preferred. Experience 1 to 2+ years Laboratory experience desired. Demonstrated ability to effectively communicate, both orally and in writing, to customers and colleagues. Enjoy use of web, chat and social media channels. Computer literacy, including spreadsheet, database, Internet and word processing applications. Proven ability to quickly learn large amounts of new, complex technical information. Proven ability to work independently and as part of a cross-functional team. Willingness to learn, with the ability to manage multiple priorities. Problem-solving ability required. Strong computer skills and literacy, including spreadsheet, powerpoint, database, and word processing applications as well as with the Internet required. Preferred Technical writing experience or experience with drafting, reviewing, and editing documentation The ideal candidates will possess experience in two or more of the following fields: molecular biology, cell culture, cell biology, assay development, fluorescent assays, QPCR techniques, PCR, genomics, microarrays, bioinformatics, and protein expression, purification, and analysis. Working Environment This position requires repetitive typing, and regular viewing of a computer monitor. Will support customers on the Thermo Fisher Scientific website. Most of the other physical demands are typical with those associated with an office environment. Occasional work in a laboratory environment may be required. Must be capable of observing and adhering to lab safety standards and protocols.