We are seeking a skilled and motivated Bioprocessing Technical Support Specialist to join our team. This role will serve as a key resource for our customers, Sales, FAS, and greater commercial organization providing solutions to quality and technical support related inquiries to chromatography resins. The ideal candidate will have a strong background in bioprocessing or related fields, strong communication skills, and experience managing and resolving support requests while effectively prioritizing multiple tasks simultaneously.
How You’ll Make an Impact:
Liaise with the commercial team to provide technical solutions for customers inquiring about Ecolab’s chromatography resins, including process optimization and troubleshooting, recommendations for proper usage, and providing supporting documentation and statements (e.g., quality and regulatory).
Maintain a comprehensive case management system documenting customer interactions and technical inquiries, ensuring all information is accurately updated. Utilize Zoho CRM to route and track case reports, ensuring timely responses and resolution.
Develop and maintain up-to-date technical documentation to streamline and expedite response times to customer inquiries.
Act as the primary point of contact between Ecolab's cross-functional departments (including a bioprocessing lab) and Sales teams to communicate status updates for external customer projects and new developments.
Work closely with Quality, R&D, Product Management, Sales, and FAS functions to identify and analyze market trends, delivering valuable insights that drive informed business decisions.
Play a key role in the development of team members by offering training and support to enhance their technical competencies.
Participate in customer meetings as needed supporting Ecolab’s Global FAS and Sales teams.
Stay abreast of industry trends, product developments, and general competitive landscape to provide knowledgeable first-in-class support to Ecolab’s global customer base.
Qualifications:
Bachelor’s degree in Biotechnology, Biochemistry, Chemical Engineering, or a related field. Advanced degree preferred.
5+ years of experience in bioprocessing, chromatography, or a related technical support role. Familiarity with chromatography resins and their applications in bioprocessing preferred.
Proficient with Zoho CRM or comparable case management software, with a strong emphasis on customer case management experience.
Strong analytical and problem-solving skills with the ability to address complex technical inquiries.
Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical audiences.
Ability to work collaboratively in a matrix environment and prioritize multiple tasks efficiently.
Customer-focused mindset with a commitment to delivering exceptional service.
About Ecolab:
At Ecolab, we prioritize our talent-first philosophy by creating the most capable and diverse team to excel at our nearly three million customer sites. Building on a century of innovation, our 48,000 associates help deliver comprehensive science-based solutions, data-driven insights and world-class service to advance food safety, maintain clean and safe environments, and optimize water and energy use, and improve operational efficiencies and sustainability for customers in the food, healthcare, life sciences, hospitality and industrial markets in more than 170 countries around the world. Our solutions not only enhance operational efficiency but also contribute to sustainability and public health, making a positive impact on the world. We are committed to eliminating unnecessary complexities and embracing a beginner's mindset, continuously seeking new perspectives and innovative solutions to stay ahead in a rapidly changing world.
Ecolab’s commitment to diversity, equity and inclusion (DE&I) reflects our longstanding value of working together to integrate diverse perspectives to challenge ourselves, reach our goals and do what’s right.
Apply today and join one of the most ethical companies with over a hundred years of history.
Join Ecolab and help us protect what’s vital.
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