Technical Support Scientist, Olink proteomics

Remote-based Technical Support Scientist focusing on Olink proteomics, collaborating with field scientists, customers, and internal teams to deliver timely support and high customer satisfaction; travel about 10 percent across the US with coverage for the Midwest, South, and Northeast regions.

Responsibilities

• Provide advanced customer applications support in partnership with field application scientists, assisting business development managers and customers with Olink kits and core labs; address issues related to user skill, instrument operation, and data analysis to maximize customer satisfaction.
• Collaborate across multiple company departments to identify optimal solutions for queries and issues raised by Olink customers.
• Ensure customers receive top-tier support via phone, video conferences, and email.
• Communicate with customers respectfully by phone, email, and letters; maintain accurate records of discussions and correspondence.
• Deliver high quality internal support for analysis service teams.
• Oversee the Olink support mailbox and ensure timely responses.
• Propose improvements to products and internal processes based on customer feedback.
• Manage customer complaints with appropriate solutions and timely alternatives.
• Update external cases and solutions in SFDC (Salesforce).
• Travel approximately 10 percent within North America, with additional travel outside North America as needed.
• Coordinate and manage technical support across field applications scientists, customers, and internal teams such as Business Development Managers/Directors, Project Coordinators, AS lab, Data Science Team, and Product Management to ensure timely support, high customer satisfaction, and ongoing process improvements.

Requirements

• Bachelor’s degree in Molecular Biology or related field with 1+ years of customer support and hands-on laboratory work; relevant technical certifications are a plus.
• Experience in customer relationship management within a technical environment; hands-on work with laboratory instruments (pipetting robots, automation workflow systems, PCR instruments).
• Strong proficiency with CRM and ERP systems; ability to update and document cases in systems like Salesforce.
• Advanced skills in Microsoft Office (Excel, PowerPoint, Word) and Power BI.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• Solid knowledge of proteomics and biomarker discovery; familiarity with next-generation sequencing and Olink technology is advantageous.
• Understanding of quality management systems and compliance requirements.
• Ability to adapt to changing priorities and handle time-sensitive requests; strong organizational skills and multitasking ability.
• Strong problem-solving capabilities; capable of working independently and collaboratively in a structured environment.
• Experience in hands-on laboratory work with instruments such as pipetting robots, automation systems, and PCR instruments; comfort with laboratory workflows.
• Proficiency with CRM and ERP platforms; participation in process improvement and documentation efforts.
• Legal ability to work in the United States without sponsorship now or in the future; ability to pass a comprehensive background check and drug screen.
• Knowledge of next generation sequencing and Olink technology is a plus.

Technologies

SFDC (Salesforce), Power BI, Microsoft Excel, Microsoft PowerPoint, Microsoft Word, CRM and ERP systems, pipetting robots, PCR instruments, automation/workflow systems, next generation sequencing, Olink technology.

Benefits

• Health coverage including medical, dental, and vision.
• Employee assistance and family support programs, commuter benefits, and tuition reimbursement.
• Paid time off, holidays, parental leave, disability and life insurance.
• 401(k) retirement plan and Employees’ Stock Purchase Plan (ESPP).

Location and Schedule

• Location: Remote role serving Missouri, with nationwide travel as needed across the Midwest, South, and Northeast US.
• Work schedule: Standard Monday through Friday.
• Environment: Laboratory setting and office.