Customer Technical Support Specialist (Boston Metropolitan Area)

Join the ThinkCyte family and become a vital part of our mission to redefine cytometry! At ThinkCyte, we are pioneering innovative solutions that push the boundaries of scientific discovery. Our instruments integrating GC technology empower researchers and professionals to advance scientific discovery and improve healthcare outcomes. ThinkCyte is headquartered in Redwood City, CA with global operations in Asia and Europe.

Customer Technical Support Specialist (CTSS) is a key customer-facing role within the Field Service team. The CTSS is responsible for delivering first-level technical support for instrument-related service and application issues to customers based within our North America, and Europe operations. The CTSS will handle assignments of moderate complexity, where sound judgment is crucial for problem resolution and routine recommendations. The CTSS typically operates independently on routine tasks and receives general guidance on new assignments.

• Responds to inquiries for technical assistance by telephone and email, identifies customer problems, and troubleshoots instrument issues of basic to moderate complexity with limited assistance.
• Documents customer interactions in a complete and accurate manner through the CRM system.
• Participates and successfully completes all required education programs consistent with the job position. Maintains technical proficiency with product evolution.
• Manages a high degree of customer satisfaction by instilling confidence in products and services.
• Train and manage outsourced customer service providers to be appointed in North America and Europe.
• Routinely communicates as appropriate to peers, management, and other departments of business opportunities.
• Keeps abreast of the basic requirements for regulatory compliance in own area of work and complies with those requirements. Participates as required in training on regulatory issues affecting their own area of work. Brings regulatory compliance questions/issues to the attention of management.
• Follows Environmental, Health and Safety (EH&S) policies and procedures. Takes responsibility for safety in the immediate work area. Participates in EH&S programs. Notifies supervisor of all observed hazardous conditions or unsafe work practices. May provide recommendations on maintaining the safety of the work environment.
• Performs other related duties and assignments as required.

• Associates degree desired, or High School diploma combined with a minimum of 2 years of relevant experience providing support in an engineering or manufacturing discipline.
• Must have prior experience on a helpdesk or similar technical function, ideally with the life sciences industry.
• Basic understanding of PC operating systems with the ability to learn other technical operating systems relevant to job scope. 
• Basic knowledge of IT, electronics, and mechanics. 
• Working knowledge of data tracking systems such as SAP and/or CRM. 
• Effective verbal and written communication skills. 
• Demonstrate effective listening skills to understand and address customers’ needs accurately. 
• Enjoys working in a customer-centric environment and be a collaborator. 
• Occasional travel when necessary (approximately 10%) 
• Must be available to work between 6am to 3pmPST/9am to 6pmEST in order to support businesses based in multiple time zones. Location preference is SF Bay Area or Boston, MA.  Role is hybrid.