Technical Support Specialist - Lab Instruments

MP Biomedicals is dedicated to giving scientists and researchers quality tools and superior service to aid them in their quest for ground-breaking discovery. We manufacture and sell more than 10,000 products and are one of the only companies in the industry to offer a comprehensive line of life science, fine chemical, and diagnostics products.

Working at MP Biomedicals

At MP Biomedicals, we are striving to make the world a better place. Whether our work has us developing innovative new products or supporting customers to keep their projects on track, our teams come together to help advance scientific discovery.

We foster an environment of collaboration and creativity, and value the importance of our team members' unique talents and contributions. Join MP Biomedicals today to advance your career and help make the world a better place.

Job Summary

We are seeking a dedicated and knowledgeable Technical Support Specialist—Lab Instruments to join our Customer Service Team, focusing on providing technical assistance and expertise for our Biomedical instrument. The successful candidate shall be able to support instrument-related questions, provide troubleshooting guidance, and coordinate with the engineering team for instrument repair.

Responsibilities

• Provide Technical Assistance: Offer timely and accurate technical support to customers using biomedical devices, addressing their inquiries, concerns, and issues.
• Troubleshooting: Diagnose and resolve technical problems or malfunctions in biomedical devices, provide remote support, or coordinate the instrument sending back to the facility for the engineering team to ensure their proper functionality.
• Customer Communication: Maintain effective communication with customers via various channels, such as phone, email, or live chat, to understand their needs and provide solutions.
• Documentation: Maintain detailed records of customer interactions, technical issues, and solutions, and update the knowledge base with frequently asked questions and solutions.
• Training: Provide training and guidance to customers and internal staff on the proper use, maintenance, and troubleshooting of biomedical devices.
• Product Updates: Stay informed about product updates, new features, and technical advancements in the field of biomedical devices to better assist customers.
• Quality Assurance: Monitor and ensure the quality and safety of biomedical devices, report any potential safety concerns or defects and work with the engineering team/Product manager to improve product quality.
• Feedback Collection: Gather customer feedback on device performance, usability, and customer experience to contribute to product improvement.
• Work collaboratively with team members on project execution and resource allocation.
• Serve as a technical expert to help with troubleshooting for the sales team and customers.
• All other duties as assigned.

Qualifications

• Bachelor's Degree: A bachelor's degree in a relevant field such as Biomedical Engineering, Medical Technology, Biology, or a related discipline is preferred.
• Biomedical Device Knowledge: In-depth knowledge and experience working with biomedical devices.
• Technical Support Experience: Prior experience in a technical support or customer service role, preferably related to biomedical devices or medical equipment.
• Troubleshooting Skills: Strong problem-solving and troubleshooting skills to assist customers with technical issues effectively.
• Documentation Skills: Ability to maintain accurate records and documentation of customer interactions and technical issues.
• Teamwork: Ability to collaborate with cross-functional teams, including product development and engineering teams, to resolve technical problems.
• Continuous Learning: Willingness to stay updated with the latest advancements and developments in the biomedical device field.
• Certifications: Relevant certifications, such as Certified Biomedical Equipment Technician (CBET), can be a significant advantage.
• Excellent verbal and written communication skills required.

MP Biomedicals offers a comprehensive list of benefits including:

• Bonus Pay
• Childcare Credit
• Employee Referral Program
• Paid Vacation and Paid Time Off
• 10 Paid Holidays Per Year
• 401k with company matching contributions
• Very competitive Healthcare Benefits 
• Life Insurance
• Health Savings Account
• Employee Assistance Program
• Employee Discounts
• Opportunities develop personally and professionally
• And so much more….

Recruiters: Please note that MP Biomedicals does not seek or accept unsolicited resumes or offers of recruiting service associated with any published or unpublished employment opportunities.