Cytek Biosciences, Inc.

Fremont, CA

SUMMARY: 

The Technical Support Specialist I will be responsible for providing specialized technical advice and troubleshooting to our customers on operations, applications and maintenance of our products. The ideal candidate will have excellent problem solving skills and be extremely customer centric. As a key interface between customers and the internal organization, our team aims to increase market presence, emphasize differentiation from our competitors and build upon our reputation for excellence. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform essential duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Receive, troubleshoot, and investigate hardware, software, and tier 1 reagent complaints, inquires, resolving issues or triaging to the appropriate resource to achieve resolution
• Provide remote technical support to customers
• Contribute to the Knowledge Management database with the use, creation, and editing of articles
• Exercise independent judgement to manage customer complaints and inquiries of diverse scope and complexity
• Perform data analysis in support of product investigations 
• Coordinate with other departments (including Field Service, Sales, Product Managers, QA and R&D) for customer management and issue resolution
• Provide VOC in product design, implementation and development areas
• Represent the team on customer calls, sales meetings, providing technical presentations and demos
• Participate in the development of training programs for the department and new users
• Stay current in knowledge of company products
• Other duties as assigned

REQUIREMENTS & QUALIFICATIONS:  

The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Requires a BS in a Biological or Life Science or similar discipline
• 0-2 years related experience or an equivalent combination of education and related work experience
• Experience with Flow Cytometry is preferred
• Practical experience in a research or clinical laboratory
• Knowledge of laboratory processes and procedures
• Experience working independently in a fast-paced environment with exhibited ability to adjust to rapidly changing priorities
• Customer-facing work experience preferred

PHYSICAL DEMANDS AND WORK ENVIRONMENT:  

The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

• Prolonged periods of sitting and standing
• 10% travel for customer visits, field service job shadowing, and other trainings 

Cytek is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, gender identity, sexual orientation, national origin, genetic information, disability status, veteran status, or any other characteristic protected by law.