The Technical Support Representative & Custom Account Project Associate serves as the main point of contact between customers and internal teams for custom cell culture products and services. This onsite role in Logan, UT combines customer support, scientific guidance, and project coordination to support successful delivery from initiation through completion.
Role and Responsibilities
In this position, you will provide technical support and scientific guidance to both customers and internal stakeholders. Responsibilities include answering product questions, supporting product selection, troubleshooting performance concerns, and resolving technical issues to ensure customers can achieve their desired outcomes.
- Deliver technical and scientific guidance by responding to product inquiries and troubleshooting performance concerns.
- Assist customers and internal teams with product selection and resolution of technical issues.
- Review customer feedback, technical support activity, and project data to identify trends and support continuous improvement.
- Use insights from support and project information to enhance customer satisfaction and align with business growth objectives.
You will also act as the primary customer liaison for custom cell culture product projects. The role requires managing project timelines, overseeing customer communications, coordinating approvals, and collaborating across functions from project initiation through delivery.
- Manage timelines, communications, approvals, and cross-functional coordination for custom projects.
To support delivery and compliance, you will develop and maintain technical materials for custom products. This includes managing custom product specifications, customer approval packages, technical documentation, and change control requirements while ensuring adherence to applicable quality and regulatory standards.
- Develop, maintain, and manage custom product specifications, customer approval packages, and technical documentation.
- Support change control requirements and ensure compliance with quality and regulatory standards.
Additionally, you will coordinate customer-facing activities such as meetings, audits, training sessions, and technical investigations. You will communicate project status, document technical findings, and share recommended solutions with relevant stakeholders.
- Coordinate customer meetings, audits, training sessions, and technical investigations.
- Communicate project status, technical findings, and recommended solutions effectively.
Minimum Qualifications
- Bachelor’s degree in Life Sciences, Biology, Biotechnology, Chemistry, Business, or a related field.
- 2+ years of experience in project management, customer support, technical support, scientific support, or a related customer-facing role.
- Strong understanding of customer service principles and project coordination.
- Excellent written and verbal communication skills.
- Ability to manage multiple priorities and deadlines simultaneously.
Additional Plus Qualifications
Candidates with the following experience are encouraged to apply:
- Advanced degree (Master’s) in a scientific discipline.
- Experience in cell culture, bioprocessing, biotechnology, biopharmaceutical manufacturing, or life sciences.
- Experience conducting technical investigations and problem-solving activities.
Benefits
- Paid time off
- Medical/dental/vision insurance
- 401(k) to eligible employees
- Bonus/incentive pay
- Health care program
