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Biosystems Technical Solutions Specialist (Code: 2198)

Overall Responsibility:

Work with the software support group, field sales team, product managers, and the service department to provide timely response to customers and/or NII representatives. Focus on triaging and prioritizing support requests of digital imaging instrumentation and computer systems related to advanced imaging product lines, including, but not limited to, Confocal, Two-photon, Super-resolution. Fluent in optical microscopy and data analysis – demonstrated ability applying digital imaging and analysis techniques in biomedical applications. Exceptional organizational, verbal and written communication skills.

Key areas of responsibility:

KEY AREAS OF RESPONSIBILITY: Technical Support

  • Troubleshoot incoming support requests of advanced digital imaging systems via email, telephone, remote access tools.
  • Maintain detailed records of support calls in the CRM system.
  • Participate in critical equipment installations and on-site visits as needed. System Product Testing
  • Work with the team to validate and document reported bugs.
  • Monitor internal databases for bug traces and keep the status of open items up to date.
  • Test and validate pre-released NIS-Elements core and modules - provide feedback for bugs and feature requests to the software development team.
  • Generate quality assurance report regarding operation and performance of microscope hardware, cameras, and peripheral devices.
  • Proficient in testing equipment and related software tools. Technical Writing
  • Interpret advanced technical information in to general operation guide.
  • Generate and maintain technical content and application notes on Biosystems imaging products.
  • Create documentation for NII custom development projects.
  • Develop training contents for internal staff and customer in written and other media formats. Application Support
  • Understand biomedical research applications, assess customers’ needs, and provide the optimal solution in a timely matter.
  • Explore the best path to the solution by researching available tools within NIS-Elements and available library of support resources.
  • Communicate the solution to the customer via email, application note, and/ or remote support tools.
  • Provide key insight into customer applications to the internal software developers.

Ancillary responsibilities:

ANCILLARY RESPONSIBILITIES:

  • Participate in and deliver custom software project developments.
  • All other duties as required or needed.

Qualifications:

  • Master's degree (M.S.) or equivalent in cell biology, neuroscience, biomedical engineering, or relevant field. Ph.D. is a plus.
  • 3 - 5 years related experience and/or training or equivalent combination of education and experience.

Education, skills & experience:

  • Master's degree (M.S.) or equivalent in cell biology, neuroscience, biomedical engineering, or relevant field. Ph.D. is a plus.
  • 3 - 5 years related experience and/or training or equivalent combination of education and experience.
  • Expert knowledge of optics, lasers, and digital microscopy techniques and analysis methods. Experience with NIS-Elements preferred.
  • Exceptional problem solving skills - should have a personality that embraces scientific challenges.
  • Excellent written/verbal communication skills with the ability to convey abstract technical concepts to external customers and internal staff.
  • Strong computer skills and well-founded biological knowledge.
  • Working knowledge of technical support/development in microscopy industry or research institutes. Imaging core facility experience is a plus.
  • Ability to work independently under challenging situations (time constraints, customer expectations, etc.).
  • Ability to travel 10-15% (overnight).
  • Ability to work outside of regularly scheduled work hours as needed.
  • Ability to apply general rules to specific problems to produce answers that make sense
  • Ability to combine pieces of information to form general rules or conclusions
  • Ability to tell when something is wrong or is likely to go wrong.
  • Ability to read and understand information and ideas presented in writing

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