Reporting to the Technical Support Manager, the individual in this position will primarily be responsible for providing technical support to customers for the Polymerase product line. In addition, this individual will work closely with the Marketing Department and Polymerase Development and Production teams to maintain the appropriate technical literature in manuals, written materials and the NEB website.
- Deliver best-in-class technical support by responding to technical inquiries from customers, NEB’s US Field Account Managers and inside sales team via phone and email.
- Provide technical assistance for our polymerase product portfolio to NEB’s international subsidiaries and international distributors.
- Facilitate and participate in customer complaint troubleshooting with the Development and Production teams and other technical experts.
- Assist the Marketing Department and the Development and Production teams with the maintenance of technical literature in the form of manuals, marketing materials and product information on our website.
- Assist in the maintenance of technical support systems in conjunction with the tech support team.
- Participate and assist in technical training sessions as needed.