Job Facts: This Customer Technical Support Specialist is responsible for providing direct and indirect customer technical support for GenMark products. Duties will range from providing phone support to customers and internal personnel; complaint handling including receiving, logging, investigating, resolution, tracking and trending; training customers and internal personnel; aiding in commercialization of new products and improving technical support procedures and tools. • Provide technical expertise and support to customers by telephone, email and remote access • Provide technical assistance to sales, molecular application specialists and marketing as required • Customer complaint handling including receiving, logging, investigating, resolving with customers and tracking/trending of complaints in compliance with the Quality System requirements • Report tracking and trending of field product performance metrics for both system and assay data to enable continuous improvement • Responsible for answering customer calls and trouble shoot issues after normal business hours and on weekends • Participate in developing and implementing new product and technical support plans to ensure successful launch and customer support • Ensure fact-based scientific, engineering and analytical best practices and principles are utilized to accomplish tasks • Provide an open environment and promote teamwork across the organization • Demonstrate and advocate the Cultural Beliefs • Assist with special projects as requested and perform additional duties as required Who you are: • Associates degree (or equivalent military training) Preferred Requirements: • BS degree in Biochemistry, Microbiology, Molecular Biology, Analytical Chemistry or a related field; MS degree is a plus • 1 to 2 years of experience • Ability to gain knowledge of all products within the business area • Ability to utilize MS Office, SFDC, SAP, Acrobat, and other supporting software • Strong communications/listening skills with a corresponding ability to relay information succinctly and accurately • Ability to positively negotiate with and defuse irate, dissatisfied customers and maintain their confidence and loyalty Benefits: We offers highly competitive benefit plans and programs, including: • Medical, dental and vision insurance • 401(k) and 401(k) matching • Paid time off • Long Term Incentive Plan (available at certain position levels)