Product Support Engineers support external and internal customers by investigating escalated customer complaints and manufacturing issues, summarizing findings in reports and communicating findings via Salesforce and SAP. Extended special testing or projects may be required to determine root cause product malfunctions and manufacturing defects. Emphasis on product quality improvement, corrective and preventive action, writing and editing technical manuals and service advisories, and continuous improvement of assigned product lines. Excellent technical writing and analytical skills are essential to this position. Other tasks include providing service training, support for new product development, and phone and e-mail support to the Technical Support group, Field Service and customers. Close interaction with R&D, Tech Support, Manufacturing, Regulatory, Quality Management, Field Service and Bio-Rad Subsidiaries.
Additional responsibilities include: ensuring timely maintenance and QC of PS Lab equipment; testing and tracking product stability; monitoring Product Support Email and SFDC for escalated complaints or requests for information; leading or participating in cross functional groups; and ensuring communication to suppliers for product problem resolution. Performing and tracking proficiency testing and communicating with proficiency survey suppliers to update manufacturer information and resolve survey issues. Initiate and complete Product Qualification (PQ) and Evaluation studies. Initiate Quality Notifications (QN) and complete QN tasks as assigned in SAP.
- BS in a related science such as Biology, Chemistry or Medical Technology.
- Two or more years experience or an equivalent combination of education and experience in a clinical laboratory environment.
- Experience performing Enzyme Immunoassays (EIA).
- Experience with troubleshooting assay and equipment failures strongly desired.
- Experience with or knowledge of Bio-Rad clinical assays and equipment preferred.
- In-depth knowledge of Microsoft Office applications including Excel, Word, Power Point, and Access.
- Ability to communicate and work effectively with customers, manufacturers, and other operational groups both verbally and in written form.
- Additonal desired skills include attention to detail and accuracy, knowledge of Power BI, Access, SAP, Minitab, Salesforce, advanced Excel including Power Query, and Power Pivot, technical writing and statistical analysis.
Due to the higher threat of more infectious and deadly COVID-19 variant strains emerging, Bio-Rad recently announced a new mandatory vaccination policy requiring its US employees to be fully vaccinated against COVID-19 as a condition of employment. Bio-Rad will make reasonable accommodations for valid exemptions based on disability, medical, or religious reasons. With this policy, Bio-Rad joins a growing list of companies that are prioritizing sound science and available facts to best ensure the ongoing safety of its employees and the community.
Bio-Rad is a global leader providing a broad array of clinical diagnostics and life science research products. With a team of more than 8,000 employees and a global network of operations serving our customers, we help people live longer, healthier lives.
Bio-Rad was founded over six decades ago and has continued to provide the healthcare industry with innovative and useful products that help life science researchers accelerate the discovery process and medical diagnostic labs obtain faster, better results.
Bio-Rad does not accept agency resumes, unless the agency has been authorized by a Bio-Rad Recruiting Representative. Please do not submit resumes unless authorized to do so. Bio-Rad will not pay for any fees related to unsolicited resumes. #LI-PG1
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Hear from a Bio-Rad employee.
Strategic Account Executive (Current Employee) Hercules, CA
"Bio-Rad has a great culture! I have loved working here. The people are top-notch, respectful, collaborative, and well-intentioned. Good company run by good people!"
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