Technical Support Scientist, Olink Proteomics

This is a fully remote position, open to applicants in District of Columbia, +4 more states.

📋 Description

• Deliver advanced support for customer applications to business development managers and clients, including Olink kits and core labs; this encompasses technical assistance, troubleshooting user-related issues, instrument operation, and data analysis to ensure optimal customer satisfaction.

• Collaborate proactively with various departments within the company to identify the best solutions for inquiries and challenges posed by Olink customers.

• Guarantee that customers receive top-notch support and service through various channels, such as telephone conferences and email.

• Engage courteously with customers via telephone, email, and letters, while maintaining precise records of all discussions and/or correspondence.

• Provide high-quality internal support for analysis service teams.

• Manage the Olink support mailbox.

• Propose enhancements for products and internal processes based on customer feedback.

• Address customer complaints, offering suitable solutions and alternatives promptly.

• Responsible for updating all external cases and solutions in SFDC.

• Travel approximately 10% within North America, with potential travel outside North America as necessary.

⛳️ Requirements

• Bachelor’s degree in Molecular Biology or a related field, with over 1 year of experience in customer support and practical laboratory work.

• Relevant technical or professional certifications for support are advantageous.

• Experience in customer relationship management, ideally in a technical setting.

• Significant hands-on experience with laboratory instruments such as pipetting robots, workflow automation systems, and PCR instruments, among others.

• Strong proficiency in CRM and ERP systems.

• Involvement in process improvement initiatives and documentation.

• Familiarity with quality management systems and compliance standards.

• Proven ability in data analysis and report generation.

• Excellent knowledge of proteomics and biomarker discovery.

• Previous experience with next-generation sequencing and Olink technology is a plus.

• Capability to adapt to shifting priorities and manage time-sensitive requests effectively.

• Strong organizational skills, with the ability to oversee multiple priorities simultaneously.

• Robust problem-solving abilities.

• Capacity to work both independently and collaboratively within a structured environment.

• Advanced proficiency in Microsoft Office suite (Excel, PowerPoint, Word) and Power BI.

• Exceptional written and verbal communication skills in English; proficiency in any additional language is a plus.

• Must be legally authorized to work in the United States without current or future sponsorship.

• Must be able to successfully pass a comprehensive background check and drug screening.

🏝️ Benefits

• A selection of national medical and dental plans, along with a national vision plan, including health incentive programs.

• Employee assistance and family support programs, which include commuter benefits and tuition reimbursement.

• At least 120 hours of paid time off (PTO), 10 paid holidays each year, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability as per company policy.

• Retirement and savings options, including our competitive 401(k) U.S. retirement savings plan.

• Employee Stock Purchase Plan (ESPP) provides eligible employees the opportunity to acquire company stock at a discounted rate.