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Technical Support Scientist/Project Manager

Brief Job Summary:                               

This position will supervise the product and service support of our global customer base.  They are also responsible for management of custom project for key accounts.  

Position Responsibilities:

This position will oversee the technical support of our global customer base and distribution network.  Responsibilities include assay troubleshooting, protocol support, pre- and post-sales support, development of training materials, and project design, tracking, and follow-up.  This person will assume a leadership role within Abgent in order to constantly improve the quality of products and services.  

Position Specific Responsibilities: 

  • Supervises technical support activities relevant to Abgent products and services; ensures a timely and accurate initial response and follow-up. 
  • Regularly monitors support efficiency and product quality utilizing metrics including response time, closure rate, and complaint rate. 
  • Uses and improves Abgent’s complaint tracking “ticket” system by giving constant feedback to the IT team and ensuring that this feedback is acted upon in a timely manner. 
  • Provides accurate and constructive feedback as to the quality of Abgent products and services and ensuring that products and services are constantly improved based upon this feedback. 
  • Manages custom service projects of key accounts; projects include antibody development and validation. 
  • Develops training materials for the global sales and marketing team for our most important areas of focus. 
  • Assist in the development and review of technical marketing materials.  

Position Qualifications:

  • Two or more years of relevant laboratory research experience. 
  • One or more years technical support experience with a reagents company.  
  • Must be highly motivated, have excellent communication skills (Mandarin speaking a plus but not a requirement), demonstrate leadership ability and attention to detail.
  • PhD/Masters in cell biology or relevant field.
  • Minimum of 4 years of experience required.

To apply please click on this link:https://home.eease.adp.com/recruit/?id=8385311