Job Description
Job DescriptionPosition Description: Summary:The Technical Success Specialist is a position that provides customer service, predominantly from our Boston office, but also in the field. Primary activities include customer site installations, preventative maintenance visits, application projects, user training, and customer troubleshooting, both on-site as well as through remote sessions. The Technical Success Specialist will also provide FISH Solution/Assay Support. A key focus is on achieving high proficiency in MetaSystems probes, instruments, and software.Essential Duties & Responsibilities:Visit customers to install/maintain hardware and software, train users and provide technical support.
Answer customer support calls and emails, provide remote troubleshooting when necessary.
Strong understanding of FISH wet lab workflows, including sample preparation, hybridization, and imaging steps.
Ability to troubleshoot probe performance issues and identify root causes impacting signal quality optimization.
Collaborative with other MetaSystems personnel on Application based projects.
Document customer interactions in ERP and update device history records, as required in our QMS.
Keep up with training on new products, software, hardware and processes.
Able to perform basic user training on MetaSystems products.
Communicate effectively, diplomatically, and professionally with colleagues and customers.
Support and collaborate with other MetaSystems departments as needed.Required Education & Experience:Bachelors degree in Life Sciences, Engineering, Physics, Chemistry, or relevant field
Highly detail-oriented, flexible team player, quick learner
Excellent communication and organizational skills
Self-motivated to intensify knowledge and expertise
Works well under time constraints and communicates clearly and diplomatically with customersPreferred Skills & Qualifications:3+ years of laboratory experience, preferably in FISH assay development or cytogenetics laboratories
Familiarity with quality management systems and procedures
Knowledge of Office software suite, ERP, and other business operation software $80,000.00 - $95,000.00 Annually