Scientific Customer Support Specialist

Position: Scientific Customer Support Specialist

The successful candidate will support customers for our commercial in-vitro diagnostics product. Our customer base is primarily clinical laboratories.

Responsibilities:

• Troubleshoot any customer problem regarding the proper use and performance of BG Medicine’s products
• Work closely with customers and appropriate internal personnel to thoroughly address all technical inquiries from customers and potential customers
• Properly escalate and report customer issues that cannot be resolved through documented BG Medicine procedures
• Ensure effective, efficient handling and documentation of customer complaints, internal communication/escalation, as appropriate
• Ensure appropriate liaison with Medical Affairs, in the event of any patient-related or other medical questions or concerns from customer
• Perform training at customer sites and internal training as needed
• Perform laboratory work, as necessary

Requirements:

• BS, preferably in Life Sciences
• 3-5 years customer support experience
• Excellent telephone and email skills
• Experience with immunoassays preferred , but will train
• Laboratory experience
• Complete commitment to customer satisfaction
• Ability to hand multiple responsibilities simultaneously
• Effective oral and written communication skills, in particular ability to handle difficult telephone conversations
• Detail oriented
• Office Suite experience (Excel, Word, PowerPoint)