Job Location : Portland,ME, USA
Join EnviroLogix and youll be a part of a team that is pushing diagnostic boundaries forward in the life science laboratories, grain markets and the food supply chain. We value the diverse knowledge and experience of all team members and seek cross-functional teams at every level. From the beginning, our motivation has been to create breakthrough diagnostic technologies, seeking innovative ways to help customers solve their problems. The drive to pioneer advancements continues today, as we develop smart, simple diagnostic technology. ? **Job Description**
**Position: Pre-Post-Sales Support Specialist**
**Date: January 2022**
**General Summary:**
This position will provide a resource for customers and EnviroLogix Sales and Marketing employees for pre- and post-sales technical support for products and services including, customer and sales person training, installations, managing pilots and trials, supporting RFP and proposal responses and demonstrations. Partner with the Sales team, Technical Support Scientists, Marketing and other resources to address customer issues or concerns during the sales process and post sales process.
**Responsibilities Include:**
* Provide on-site, virtual and telephone support related to company products or service installation, training and 1st level troubleshooting according to established policies and procedures and applicable regulatory guidelines
* Develop evaluation or validation design/protocols to meet desired sales objectives and support onsite customer product evaluations, trials and pilots.
* Install equipment at customer locations - assembling components and test operation, adjusting equipment as needed. Respond to any issues that arise and coordinate a resolution to ensure a smooth customer experience
* Train customers in the use of company products, equipment, and services through a variety of formats including through the production of documentation and other support materials
* Ensure customer satisfaction in the use and capability of company products and services
* Troubleshoot customer problems through problem diagnoses and resolutions in partnerships with in-house technical resources and others as needed. Contribute to plans and implementation strategies for addressing more complex issues as needed
* Provide support at company marketing events, exhibitions and shows, preparing and setting up show equipment, demonstrating equipment, welcoming and handling booth visitors, undertaking speaking engagements and providing assistance to sales and marketing.
* Communicate customer needs for additional products and services to the sales team, research & development and others and ensures ongoing customer satisfaction
* Research customers prior to site visits to obtain information and insight to anticipate issues and enhance the overall customer experience
* In-house technical support activities to include bench investigation of product/lot performance for reported problems using in-house retains, customer-returned product and customer-provided samples, as appropriate.
* Follow established safe work practices and work in a safe manner, following EnviroLogix safety policies and procedures in addition to reporting any unsafe or hazardous condition to a supervisor or the Environmental, Health, and Safety department for corrective action
**Reports To: Manager of Customer Engagement**
**Skills Required:**
* Strong quantitative and analytical skills; creative problem solving
* Positive work ethic, ambitious and passionate attitude
* Ability to prioritize, multi-task and perform effectively under pressure
* Analyze performance results to drive improvement; process focused
* Strong written and verbal communications skills
* Excellent presentation skills
* Ability to advocate for both EnviroLogix and the customer
* Ability to be effective on independent field visits
* Relationship management skills, including ability to resolve difficult customer situations.
* Ability to adapt to varying customer situations and using effective listening skills, understand and respond to the unique needs of each customer
* Ability to work collaboratively with internal departments to solve problems and address customer needs
* Strong organizational, time management, and prioritization skills
* Proficiency with laboratory data analysis and reports
* Ability to organize and facilitate on site product validations
* Creative and innovative problem solver
* Proficient with Microsoft Office based applications
* A good understanding of lateral flow devices and ELISA technology. Understanding of PCR and/or other analytical testing methods is helpful.
**Requirements**
* BA/BS degree or equivalent experience; engineering, chemistry, life science or related sciences
* 5-7 years experience in account management, sales, technical support, or customer success positions
* Consultative pre-sales experience and lab experience are a plus
*EnviroLogix* *is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, religion, color, sex, age, disability, sexual orientation, genetic information, national origin, or veteran status.*
locationPortland, MEEnviroLogix is a global leader in the development of rapid GMO and mycotoxin detection technology. Our experienced staff closely monitors global issues in the food production chain, finding solutions to challenges before they even arise.
Founded in 1996, EnviroLogix opened a second office in Brazil in 2007 and was purchased by Ensign-Bickford Industries, Inc. in 2010. From the beginning, our motivation has been to create breakthrough diagnostic technologies, seeking innovative ways to help customers solve their problems. The drive to pioneer advancements continues today, as we develop smart, simple diagnostic technology.
EnviroLogix rapid growth has been fueled by our reputation as a dependable partner and sustained by exceptional customer service and support.
Join EnviroLogix and youll be a part of a team that is pushing diagnostic boundaries forward in the life science laboratories, grain markets and the food supply chain. We value the diverse knowledge and experience of all team members and seek cross-functional teams at every level.
And, we take pride in being a fun and friendly place to work whether on a company outing to set sail across Casco Bay or just shooting hoops in the parking lot, we offer many ways to connect that go beyond the lab and the office.