Technical Support Specialist

Biotage is a Global Impact Tech Company committed to solving society’s problems. We offer workflow solutions and products to customers in Drug Discovery and Development, Analytical Testing and Water and Environmental Testing.Our customers span a broad range of market segments including Pharmaceutical, Biotech, Contract Research and Contract Manufacturers as well as Clinical, Forensic and Academic laboratories in addition to organizations focused on Food safety, Clean water and Environmental sustainability.Biotage offers a comprehensive benefits package including health, dental, and vision insurance as well as a 401k program w/ company match and more!Role Overview:The Technical Support Specialist (TSS) role is a critical member ensuring Biotage personnel and customer continued success.Scope of Responsibility:The primary responsibility of the TSS is to deliver exceptional technical support to Biotage customers in the Americas, as well as to Field Service and Sales personnel, for all Biotage instruments and products. As a key member of our 1-Point Technical Service Support team, the TSS provides logistical and administrative support to both internal and field-based employees, including Field Service Engineers, Sales Representatives, and Applications Specialists.This position is based in Charlotte, NC.Tasks and Responsibilities:Deliver top-tier, customer-centric technical support to internal and external customers via phone and email for all Biotage products and services.Create case reports for customer issues, including identification of key problem details, accurate documentation of relevant information, support provided, and repair activities in the company’s service business information system.Take ownership of customer cases to ensure they are handled professionally and resolved in a timely manner.Determine the need for on-site service and assign work orders to Field Service Engineers accordingly.Provide real-time technical and logistical support for Sales and Field Service teams during product demonstrations or repair activities.Meet established productivity and turnaround targets for cases and other assigned technical support tasks.Collaborate with Subject Matter Experts to develop repair estimates.Complete all assigned tasks promptly and efficiently.Professionally represent Biotage at all times.Perform other duties as assigned by Service Management.Skill Requirements/Education/Experience Required:Ability to troubleshoot instrumentation errors in a methodical and logical manner.Exceptional attention to detail, adhering to best practices that consistently exceed internal and external customer satisfaction expectations.Strong multitasking and prioritization skills to ensure timely and successful outcomes.Ability to clearly communicate technical information to both technical and non-technical individuals.Proficiency in reading and interpreting technical documents such as user and service manuals, safety protocols, maintenance instructions, and procedure workflows.Professional verbal and written communication skills, with the ability to generate clear reports and confidently present information to groups of customers or colleagues.Proven ability to conduct root cause analysis, collect and analyze data, establish facts, and draw sound conclusions. Comfortable interpreting complex technical instructions in both mathematical or diagram formats and managing abstract or concrete variables.Excellent analytical, problem-solving, and interpersonal skills.Demonstrated ability to work independently as well as collaboratively within a team.Advanced computer proficiency, particularly in Microsoft Office Suite (Excel, Outlook, Teams). Familiarity with Word Processing and Database software is essential. Experience with Dynamics 365 and Salesforce is a plus.Associate degree in a technical field (Electrical, Mechanical, Engineering, or related fields) or an equivalent combination of education and experience is preferred.Military service, particularly in electronics, is a plus.Strong organizational, technical, planning, communication (oral and written), and customer service skills.1-2 years of experience working with laboratory, biotechnical, and/or analytical instrumentation is highly desirable.Experience with Salesforce, ServiceMax, CRM, ERP systems, Dynamics 365, or other service reporting systems is a plus.Work Environment:LIGHT to MODERATE Physical Demands – ability to lift up to 50lbs and stand for long periods.Ability to safely work around and handle hazardous materials.Travel Required:Occasional travel may be required.Includes occasional overnight travel for offsite service team meetings and/or training.May include international travel (approximately one trip per year).