What are the responsibilities and job description for the Customer Support Specialist - U.S. position at Applied Spectral Imaging (ASI) | a ZYTOMICS company?
ASI is looking for a Customer Support Specialist to support ASI's cytogenetics and pathology products across the U.S. The role involves frequent travel to provide customer support, application expertise, system installation assistance, training, troubleshooting, and field communication.
The ideal candidate has a strong understanding of biomedical, laboratory, cytogenetics, pathology, or life science workflows and is able to communicate effectively with customers and internal teams. Experience with software, hardware, networking, servers, or IT environments is an advantage, but these areas can be learned as part of the role.
The ideal candidate is a customer-focused professional with a strong biomedical/laboratory application background, a team player, and a self-learner who can quickly master ASI systems and support complex customer workflows. Technical skills in software, hardware, and IT are beneficial, but the highest priority is strong application knowledge combined with excellent customer communication and teamwork.
Key Responsibilities
- Support ASI cytogenetics and pathology products used in biomedical and laboratory environments.
- Install, configure, calibrate, and support ASI systems at customer sites.
- Provide customer training on system operation and application workflows.
- Provide remote and on-site support to customers in a professional and service-oriented manner.
- Troubleshoot application and system issues, collect relevant information, and support root-cause investigations.
- Set up and support networked systems in customer environments, as needed.
- Document service activities, customer communications, and technical findings in Salesforce.
- Share customer feedback, application issues, and product improvement recommendations with internal teams.
- Collaborate with Sales, Applications, R&D, Product Management, and other ASI teams as needed.
Requirements
- Bachelor's degree in Biology, Biotechnology, Biomedical Engineering, Life Sciences, or a related field. Equivalent relevant experience may also be considered, depending on the candidate's background.
- Strong understanding of biomedical, laboratory, cytogenetics, pathology, life science, or related application workflows.
- Excellent written and verbal communication skills with customers and internal teams.
- Strong interpersonal skills and a customer-focused approach.
- Team-oriented mindset with the ability to collaborate across departments.
- Self-learner with the ability to quickly learn new products, technologies, and workflows.
- Ability to manage multiple priorities and work independently.
- Willingness to travel up to 75% of the time.
Advantages
- Experience in customer support, technical service, field service, or application support within the medical, laboratory, diagnostics, or life sciences industry.
- Knowledge of software, hardware, operating systems, networking, servers, PC hardware, or IT environments.
- Experience with biomedical imaging, laboratory automation, cytogenetics, or pathology systems.
- Experience working with CRM systems, preferably Salesforce.
- SQL knowledge.
- Hands-on troubleshooting, repair, or technical issue analysis experience.