Technical Service Rep III, Life Science and Toxicology

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Responsible for global customer and internal technical and application services for Neogen's Life Science and Toxicology products, equipment and services by performing the following duties.

AREA OF RESPONSIBILITIES:

TECHNICAL and FIELD APPLICATION MANAGEMENT:

Technical Leadership:

• Support customers with method applications development, design of validation studies, data interpretation, and product troubleshooting.
• Serve as technical spokesperson in support of product line. Present technical aspects of system and applications data to customers and scientific audiences. Participate in activities of trade organizations and scientific associations.
• Lead customer technical support and training activities with Sales & Marketing staff.
• Provide ideas for product improvement and new applications. Manage activities with Research & Development staff.
• Provide customer service (including order taking) for the Life Science and Toxicology product lines in absence of sales staff or in cases of an advanced technical question.
• Communicate and train sales force and customer/prospects on new types, specifications and end uses of products. Travel to customer/prospects facility for on-site training as required.
• Communicate with sales force on consistent basis to: (1) monitor customer satisfaction; (2) resolve customer problems and concerns; (3) inform customers of new products/services; and (4) monitor competitive position.
• Document product requests by customers or potential clients. Provide information to the sales force as requested in a timely fashion.

Customer Complaints:

• Manage investigations of customer complaints regarding quality, tolerances, specifications and delivered conditions of products. Investigation to include working with the Sales & Technical Service Manager, Quality Control Manager and/or Director of Diagnostic Operations in reviewing customer data, QC data on retention samples and communicating with the customer when applicable.Advise and consult with the Sales & Technical Service Manager, Director of Diagnostic Sales, Director of Diagnostic Operations, Quality Control Manager and Production Manager when retentions do not meet product specifications.Manage complaint summary analysis in the electronic complaint database which includes analysis of data and status/findings of complaint. Review findings during regular Diagnostic Technical Meetings and/or provides updates to Sales & Technical Service Manager, Director of Diagnostic Sales, Director of Diagnostics Operations, Quality Control and Production Manager as necessary.Duties also to include maintaining updated files on all customer complaints related to technical problems.Answer and record technical inquiries from staff, customers and industry. Conduct laboratory procedures required to satisfy such inquiries. Follow up with salesperson, Sales & Technical Service Manager or directly with customers regarding findings or additional questions when applicable.Communicate with consultants and co-workers and gather reference materials when assistance is required to answer certain questions.Troubleshoot samples with Neogen's test kits, and /or competitive kits, per customer, sales and other's request. Assist diagnostic customers with application questions related to the diagnostic product line. Work with the appropriate sales representative to assist the customer with setting up validations/evaluations of Neogen's kits.Master the use of the in-house automated analyzers sold and/or supported by the Diagnostic sales group. Be able to create protocols, set-up assay runs, train new customers on how to set-up and use the system(s) and assist in conducting demonstrations on the instrument both in-house, at the customer's facility and using the on-line presentation program.Manage in field instrument demonstrations, installations, validations, and training. Work to include creation of instrument application protocols for Neogen's products. Manage customer follow up until the evaluation and/or validation is completed.Assist customers with adapting Neogen's assays to the automated instrument (s) by validation of appropriate sample dilution panels for the customer's designated drug cutoffs.Travel will be required to help support technical and sales efforts for the automated instrument(s).

Continue education related to competitive automated instruments.Manage third party instrument service contract agreements and setting up renewal agreements.Manage instrument PM services and monitoring service required on the instruments and updating the instrument service log.

LABORATORY WORK - PRODUCT DEVELOPMENT (30% Time):

• Generate and analyze data from a variety of laboratory techniques and analytical instrumentation.
• Tabulate and graph data and prepare technical reports for management.
• Conduct product comparisons by running competitive products and/or methods and generating data that can be used as selling tools for the sales department. Consult with Sales & Technical Service Manager or Director of Diagnostic Sales for desired formats.
• Conduct studies on extraction procedures for the test kits and generate support data in order to better answer customer questions as designated by the Sales & Technical Service Manager or Director of Diagnostic Sales.

• Conduct miscellaneous product development projects, working in conjunction with the Sales & Technical Service Manager and Director of Research & Development.
• Conduct validation work using human and/or animal samples to support the use of the diagnostic products at the designated sensitivity/cutoff levels using both manual and automated methods. Some of these validations to include work with human biohazard samples. The Hepatitis B vaccination is highly recommended for individuals working with these sample types.
• Miscellaneous projects as assigned by the Sales & Technical Service Manager or Director of Diagnostic Sales.

SALES & MARKETING TECHNICAL SUPPORT (15% Time):

WHEN PRINTED, THIS DOCUMENT

BECOMES UNCONTROLLED

Assist with writing, reviewing, updating or overseeing the production of product inserts, technical bulletins, product information sheets, product manuals, comparison charts/graphs and other technical data sheets for the Diagnostic products. Works with Sales & Technical Service Manager, Director of Diagnostic Sales, Sales, Marketing Manager, Quality Control Manager and Director of Diagnostic Operations to ensure information is in the proper format.Assist with proofing of all product literature (catalogues, flyers etc.) and labels produced by the sales and marketing department before going to print.Participate in marketing plans and strategies to penetrate new markets and increase growth and profitability in current markets.Attend trade shows to support technical service sales efforts and attend industry conferences to learn more about the related industry and markets.Assist Sales & Technical Service Manager, Director of Diagnostic Sales and sales staff when developing and conducting market analysis and research projects.

TECHNICAL TRAINING (10% Time):

Train new diagnostic sales, technical service and marketing employees on the history of the products, how the products are produced and how the products work. Conduct hands on training with the new sales representatives to ensure they have a clear understanding about how the products work. Review commonly asked questions and their answers. Provide training on how to troubleshoot as well as the procedures for technical service projects.Provide ongoing training for existing employees on current technologies and products. Works with the R & D staff and Sales & Technical Service Manager to organize and conduct employee training on new products, improved products or changes to existing products.Conduct on-site training and application support for customers. Overnight travel required.

BUSINESS AND PRODUCT DEVELOPMENT (5% Time):

Assist in evaluating the new market applications for test kits and equipment.Assist in the identification, market evaluation and prioritization of products for development, distribution or OEM to widen product line offering.Participate in the process for new diagnostic products.ADMINISTRATIVE/REPORTING:

Prepare miscellaneous reports, forms and complete projects as directed by the Diagnostic Sales & Technical Service Manager or Director of Diagnostic Sales and Marketing.

WHEN PRINTED, THIS DOCUMENT

BECOMES UNCONTROLLED

JOB REQUIREMENTS/QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Minimum bachelor's degree in physical science, chemistry, or related fields and minimum 2 years work experience with Life Science or Forensic Toxicology products or combination of education or experience accepted.

Knowledge of forensic toxicology preferred.Advanced degree preferred.Experience in a Technical Service role preferred.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Experience in presenting scientific results to diverse audiences.

MATHEMATICAL AND COMPUTER SKILLS

Ability to work with mathematical concepts such as probability and statistical inference and fundamentals of scientific analysis such as mean, median, mode, coefficient of variation and standard deviation.

Direct experience with Window-based computers, use of personal computer, keyboard and software packages including: Windows, Microsoft Office, Sigma Plot and CRM. Computer used in 50% of job activities.

REASONING ABILITY

Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS

Travel: Must have valid driver's license, auto insurance, own vehicle transportation; 15 -25% of time spent on overnight travel. Travel could higher during certain periods.

Passport and international travel may apply.

WHO IS NEOGEN:

From farm to fork, we offer solutions to enhance the quality, quantity and safety of the global food supply. Our animal safety solutions are used on farms, veterinary practices and manufacturers around the world to provide the best animal care possible. Whether food or pharmaceuticals, Neogen's provides a one-stop shop for the health and safety to our animals and our customers operations.

Neogen's culture combines stability with a deep belief in providing professional and personal growth. Our Pillars of Trust - the principles that guide our everyday decision-making, include Openness, Honesty, Credibility, Respect, and Service. It's our belief in these characteristics that provides a consistent, happy and healthy work environment for our employees.