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Product Support Engineer
5 months ago
Our Mission is to Map the Universe of Biology.
Improving the human condition is what fuels our passion for finding new ways of enabling scientific exploration. As a company, we strive to create end-to-end solutions that are simpler, easier, faster and more relevant to today’s life science challenges.
As the pioneer in the field of spatial biology, NanoString enables scientists across the globe to envision molecular interactions in three dimensions with three different systems, the , the (DSP) and the (SMI) platform. As a result, scientists can see the multiomic expression of genes and proteins in the natural context of tissue structure.
Since our founding in 2003, we have earned a reputation as a respected, trusted pioneer of innovative technologies that support our customers in their relentless pursuit of answers. Our products are based on a novel digital molecular barcoding technology invented at the Institute for Systems Biology (ISB) in Seattle under the direction of Dr. Leroy Hood.
With our technologies, our customers continue to extend our understanding of biology to answer previously unsolvable questions with consistent, reliable results.
However, NanoString is much more than innovative products. The secret sauce to the company’s success is our people, who are committed to excellence and dedicated to catalyzing the next biological revolution. Collectively, we live our corporate values of ambition, grit, ingenuity, authenticity, and customers every day…and never stop asking “What if?”
Job Summary:The Product Support Engineer is a key member of the customer support team at NanoString. They will work closely with the Technical Application Scientists, Support Engineering and R&D teams to diagnose and resolve instrument and software issues for external customers. Using the instrument logs and associated information, they will determine the root cause for all issues and provide support directly to the customer to ensure a successful resolution. They will work closely with R&D both in the diagnosis and resolution of the issue but also to track instrument performance metrics to inform system development efforts. Key to the role is the timely and appropriate response to urgent matters, the ability to apply sound judgment to problem resolution, and the escalation of issues to the management level and others in the organization when appropriate.
Essential Functions:
Provide Tier 2 escalation level support for all instrument hardware and software issues. Work directly with internal and external customers to diagnose and resolve instrument issues Diagnose, research, test, develop, optimize, communicate, and execute the most efficient solution plan for complex hardware and software instrument issues. Create and maintain detailed records of activity in Salesforce Track instrument issue metrics to support development efforts Create, publish and test support and service documentation to facilitate more generalized instrument supportQualifications and Requirements (Education, Experience, Specific Skills):
B.S and or M.S. in Engineering field or AA degree with equivalent experience, military a plus. 1-2 years of experience working for a fast-paced manufacturing environment, ideally in the medical device industry Excellent communication skills, ability to clarify issues and reach consensus with an audience Ability to listen and understand customers’ and others’ issues and concerns, both technical and operational Ability to set personal goals and achieve scheduled deadlines Ability to work independently and collaboratively in cross-functional teams Ability to multi-task and take a creative approach to problem solving Proficient in the use of MS OfficeAccommodations
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