Job Description

SUMMARY
Provide first-line technical and application support to research clients. Answer phone call, email or other formats of communication, guide clients on product usage, assist clients on product troubleshooting and resolve technical problems. Handling customer complaints and document customer cases. Work closely across departments to facilitate pre-sales and post-sales support.
ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide first-level support with technical advice and solutions.
• Analyze and resolve reported problems, provide feedback to technical support team in headquarter to ensure service level compliance.
• Key Account Management: Develop strong relationships with existing end-users and expanding customers base
• Formulate marketing plans and propose strategies to strengthen the company’s competitive position
• Provide on-site training & sales support
• Coordinate product hands-on demo and workshop activities
• Work closely with distributors, sales, marketing, quality assurance and regulatory affairs.
• Manage and maintain product knowledge database.
• visit customers for demos, instrument installations or troubleshooting

• Master’s or Ph.D. Degree or Bachelor degree, in Life Science (Biology, Biotechnology, Bio-medicine) or a comparable scientific education
• Minimal 2 years’ experience of working in a laboratory environment, technical support, application support, research and development or an equivalent role.

• Deep knowledge in different biological fields, in particular cell biology, immunology, hematology, or stem cells
• Familiar with flow cytometry, cell culture, functional assays or imaging
• Good communication and presentation skills
• Willing to travel