Manager, Technical Support

Organization
Clontech Laboratories, Inc.
Job Location
Mountain View, CA 94043
Job Description
  • Manages a Technical Support team that:

    • Answers direct customer inquiries via telephone, email and web sources. 

    • Provides technical training and support to the sales team. 

    • Analyzes customer complaints and actively works to minimize customer questions through providing web and other technical content as necessary.

    • Provides technical seminars to customers and distributors in support of the sales team and in promoting products.

  • Contributes to the success of the team by undertaking technical support tasks as necessary; it is expected that the successful candidate will spend up to 50% of their time on direct technical support activities.

  • Develops and implements departmental best practices and Quality Assurance-controlled Work Instructions

  • Develops employees through providing feedback that is designed to help foster individual and team growth and maintain a professional work environment. 

  • Monitors industry trends and anticipates customer needs for technical service-related support.

  • Recommends and implements new strategies as well as maintains continuous improvements, in terms of efficiency and customer satisfaction  

Requirements

 

  • Ph.D. in life sciences, molecular and cellular biology preferred, or equivalent experiences and knowledge with equivalent lab experience

 

 Experience Requirement (minimum)

 

  • A minimum of 3 years of experience in a senior role in technical support.

 

  • Demonstrated in-depth knowledge of several of Clontech and Takara brand product lines
  • Excellent communication skills ,  verbal and written
  • Ability to undertake business travel (up to 25%) in support of sales efforts by giving presentations at customer sites or conferences as needed.
  • Requires experience in conducting independent research and strong customer interaction skills

 

How to Apply
About Our Organization

Clontech Laboratories provides kits, reagents, and services that help researchers explore questions about gene discovery, regulation, and function. As a member of the Takara Bio Group, Clontech is part of a company that holds a leadership position in the global market and is committed to improving the human condition through biotechnology. Clontech's mission is to develop high-quality innovative tools and services to accelerate discovery.

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