Technical Support Specialist

We are looking for an enthusiastic, motivated individual with an interdisciplinary background combining technical and engineering skills with life sciences to join our Technical Support team for our line of high-tech preclinical cardiovascular, pulmonary and neurological research systems (devices and software).

As the ideal candidate for this position, you have outstanding people and organizational skills and a keen interest to work in a small business environment with a focus on cutting-edge technology. Working as an emka Technical Support Specialist from our office in Sterling, Virginia, you are involved in many facets of our operations, including:

Please submit your application with a complete CV and cover letter to emkatech@emkatech.com.

Working as an emka Technical Support Specialist from our office in Sterling Virginia, you are involved in many facets of our operations, including:

Technical Support Responsibilities

  • Maintain customer relations
  • Analyze & solve technical issues (both for software & hardware)
  • Communicate technical details via email, phone or video conferences
  • Participate in quality testing to ensure high quality products
  • Provide installation & training on-site or via video conferences
  • National and infrequent international travel (mostly Canada)
  • Serve as technical expert on emka products and software for North America
  • Coordinate support efforts as needed between EMKA offices in Paris, France and Montreal, Canada
  • Update and maintain ticketing system to track and service support issues
  • Develop and assist in maintaining required technical documentation
  • Recommend changes or updates in programming, documentation, and training to address system deficiencies and user needs
  • Maintain inventory system
  • Process and verify customer/vendor purchase orders
  • Manage stock and demo equipment
  • Develop, manage and maintain support lab in Headquarters office
  • Support client good laboratory practices (glp) system validation services (ie: script writing, consulting, installations, etc)

We offer

  • A wide variety of responsibilities and challenges
  • A friendly team environment
  • Exciting growth opportunities
  • A pleasant, modern working environment with good compensation and benefits

You possess

  • An interdisciplinary education that combines Engineering and Life Sciences or a related field
  • Technical experience with medical/research equipment or related medical field
  • A talent for explaining technical details in comprehensible terms
  • The ability to multi-task and prioritize your workload
  • Sharp troubleshooting and analytical abilities as well as attention to detail
  • The ability to rapidly learn highly technical information in a dynamic work environment
  • A calm & patient disposition and outstanding customer service skills
  • The ability to work efficiently, both independently and in a team
  • Sharp troubleshooting and analytical abilities as well as attention to detail
  • Good understanding of computer systems and networking
  • Ability to diagnose and troubleshoot basic technical issues
  • Familiarity with remote desktop applications and help desk software (eg. GoToSupport or TeamViewer)
  • Ability to provide step-by-step technical help, both written and verbal

Education/Qualifications (essentials)

  • Successful completion of a University degree in Engineering, Biomedical Engineering, Biology or Life Sciences related degree
  • Relevant experience in technical support and troubleshooting
  • Familiarity with the scientific research process (grant applications, conferences, publications)
  • Excellent English skills (written and spoken).
  • Ability to prioritize and manage several open issues at one time

Assets

  • Lean Certification and Total Quality System (QMS) preferred
  • Knowledge of preclinical animal physiology (cardiovascular, electrophysiology and neurophysiology)
    • In-vivo and in-vitro assays
  • Familiarity with Good Laboratory Practices (GLP)
  • Prior experience using a technical support ticketing system
  • Prior experience managing a technical support team and associated support or ticketing system
  • Prior technical sales or after-sales experience
  • Prior experience building in-house databases
  • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
  • Other spoken languages

Benefits

  • Dental insurance
  • Vision insurance
  • Health insurance
  • Short Term, Long Term, Disability, Life insurance
  • 401K
  • Paid vacations
  • Flextime
  • Profit Sharing to start in 2022

Other posts you may like