Integrated DNA Technologies

Scientific Applications Specialist

US-IA-Coralville
1 month ago
ID
2017-3259
# of Openings
1
Category
Customer Service
Shift/Schedule
MTWThF 9:00A-6:00P (United States of America)

Overview

The Scientific Applications Specialist provides professional customer service and technical support to IDT customers regarding product recommendations and end-use, provides experimental and assay design expertise for customers, and develops technical content and training.

Responsibilities

  • Communicates with and supports customers to provide pre- and post-sales technical support for a growing product offering.
  • Troubleshoots product use and applications by using customer provided data and information, as well as IDT sales and manufacturing databases.
  • Answers all customer inquiries received by phone, email and chat.
  • Documents all incoming and outgoing customer interactions in IDT’s Customer Relationship Management (CRM) database.
  • Supports other IDT service departments and Sales through consultation or escalation of product questions, customer issues, and technical inquiries as needed.
  • Handles the intake and completion of custom design requests.
  • Resolves complaints by determining the cause of the problem, selecting and explaining the best solution to solve the problem, and expediting resolution to the customer’s satisfaction.
  • Uses available resources to formulate a timely and informed customer response; reaches out to appropriate resources as necessary if the customer concern falls outside range of expertise.
  • Presents technical information in regularly scheduled department meetings.
  • Contributes regularly to the growing database of technical information and reviews this information.
  • Demonstrates behavior consistent with the Integrated DNA Technologies Core Values.
  • Performs other duties as assigned.

Qualifications

Education:

  • Bachelor’s degree in Biology, Chemistry, or related science field required; M.S or Ph.D. is preferred.

Professional Experience:

  • Previous experience in the life science industry, a research lab environment or relevant experience preferred.
  • Excellent computer skills that include Microsoft Office applications and proficiency in typing required.

Other Job Qualifications:

  • Ability to analyze data, identify key issues, and solve problems using critical thinking skills.
  • Skill to critically review and accurately interpret data provided by the customer during the troubleshooting process.
  • Ability to comprehend, interpret, and convey relevant scientific information.
  • Ability to search current scientific literature for potential relevant methods and techniques to acquire necessary information to fill technical gaps.
  • Ability to effectively communicate, both orally and in writing, to customers and colleagues.
  • Ability to multitask and adjust priorities in a quick paced environment.
  • Ability to keep key personnel informed and up-to-date of imminent issues.
  • Ability to probe skillfully to get the facts when others are averse to providing detailed information.
  • Ability to work independently or collaboratively in a group.
  • Adaptability to performing a variety of duties, often changing from one task to another without loss of efficiency or composure.
  • Ability to maintain both a high standard of courtesy and cooperation in dealing with co-workers.
  • Adaptability to accepting responsibility for the direction, control or planning of an activity.

Physical Requirements:

Exert up to 10lbs. of force occasionally and/or up to a minimal amount frequently

Integrated DNA Technologies is an equal employment and affirmative action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply.

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