Sales & Support: +44 (0)1223 316 855

Technical Support Specialist 

Role: Technical Support Specialist

Basis of employment: Full-time, permanent

Location: Bar Hill, Cambridge

Benefits: £25,000 - £32,000 plus bonus, pension and private healthcare

Reporting to: Senior Marketing Specialist

Reports: None

About Cambridge Bioscience
Cambridge Bioscience is a leading UK distributor of advanced life science research products. We represent around 50 carefully selected manufacturers and market their products throughout the UK. Our products cover a broad range of life science research topics focusing on cell and molecular biology.

We are now looking to recruit an additional Technical Support Specialist to join our existing technical team.

Purpose of the post
As a Technical Support Specialist you will take responsibility for providing scientific technical support whilst creating and maintaining positive and strong relationships with customers. You will engage with our customers to resolve pre- and post-sale technical enquiries. You will also be responsible for all human blood, biospecimen and custom research services quoting and support.

Key responsibilities

Inbound pre- and post-sale technical support
-  Assess and manage the inbound enquiry queues (telephone and email) and allocate enquiries as appropriate
- Acknowledge customer enquiries swiftly
- Use your own knowledge or identify the appropriate resource to recommend appropriate solutions to customer’s technical challenges/needs
- Establish yourself as first point-of-contact for future technical enquiries through relationship building
- Assist in the growth of customer knowledge
- Work with the Technical Sales Specialists to convert technical support enquiries into opportunities

Issue resolution
- Acknowledge and empathise with customer issues
- Identify information/data required for issue resolution and collect information as appropriate
- Analyse experimental data to identify issues
- Use the appropriate resources to identify and recommend corrective actions eg datasheets, application notes, papers, supplier contact, customer service team contact etc
- Support customers in applying recommended corrective actions
- Resolve issues fully with customers, including follow up, ensuring customers are fully satisfied with the resolution

Human blood and biospecimens
- Have a comprehensive understanding of the human blood and biospecimen offering available from Cambridge Bioscience by working with internal (business management, customer service) and external (suppliers, potential customers) stakeholders to develop this knowledge
- Establish yourself as a key internal point of knowledge for this range
- Create relationships with new and existing blood and biospecimen customers and specifically understand their individual project needs
- Identify and liaise with suppliers to determine how/who can best meet the customer’s needs
- Quote customers using the information provided by suppliers providing comprehensive technical information to support quotations
- Proactively follow up with customers to ensure we have exceeded the customer’s expectations and adapt quotation/information as appropriate

Custom reagent services
- Have a clear understanding of the custom reagent services available from Cambridge Bioscience including lentiviral packaging, CRISPR/Cas9 cloning and cell engineering, biochemical synthesis and custom competent cell generation
- Liaise with inbound service enquiry customers to understand their research and specific service needs
- Identify the key service factors most important to the customer
- Liaise with suppliers to determine how we can best meet the customer’s service needs
- Quote customers in a clear and concise manner with all relevant technical information
- Proactively follow up with customers to ensure we have exceeded customer expectations
- Work with the Technical Sales Specialists to develop ongoing relationships with the customers

Skills and experience required
- A Life Science Graduate with either a degree and a minimum of 3 years of laboratory experience, or an MSc or PhD
- A passion to share knowledge in order to solve customer challenges
- Strong technical competency to understand and then clearly discuss theory and principles of experimental design, techniques and results
- Excellent troubleshooting skills
- The ability to prioritise and manage many activities at the same time whilst meeting agreed timelines
- A strong work ethic and a positive, can-do attitude
- Strong interpersonal skills including well-developed listening, written and verbal communication skills, especially on the phone
- The ability to work with a degree of independence
- Fluency in written and spoken English

To apply
To apply, please send your CV to:

Mrs Lorraine Winter - Human Resources
01223 316855 Ext 214

Closing date for applications: 28th February 2021

Proposed start date: April 2021 or earlier if available