Job Title:                     Support Engineer
Department:              Support
Job Reports To:        Lead Support Engineer
Apply At:                     https://grnh.se/9c2873fe4us

POSITION OVERVIEW:

The Support Engineer is responsible for timely and thoughtful resolution of customer technical issues. Success is realized by ensuring 100% customer satisfaction and building strong relationships within the neuroscientific community. Using solid product/technical knowledge, the Support Engineer will work with customers to develop appropriate solutions to customer requirements. This position is also responsible for providing product related feedback to the company’s engineering and manufacturing teams to continually develop appropriate solutions to customer requirements.

Qualification Requirements:

• Minimum 2 years of experience in an academic electrophysiology lab.
• Demonstrated, customer-centric, support experience strongly preferred.
• An inquisitive mind with the desire to tinker is essential.
• Fundamental knowledge of how electronic circuitry, computers, and electronic devices work is required.
• Bachelor’s degree in a scientific or engineering discipline (neuroscience, biomedical engineering or related) is preferred, but not required.
• Ability to confidently communicate cross functionally, cross organizationally, including department heads, partners, customers, and external stakeholders.
• Ability to listen, identify, distill, and act upon researchers’ needs and appropriately communicate solutions.
• Ability to read, analyze, and understand neuroscientific research publications including Blackrock’s contributions to the field.

Essential Duties & Responsibilities:

• Respond to and manage customer issues in a timely and thoughtful manner through phone, email, and on-site visits to ensure 100% satisfaction.
• Track issues, feedback, and relevant information using our CRM software.
• Attend installation and customer training sessions at customer labs.
• Develop and implement strategies to increase customer engagement and drive repeat business.
• Analyze and report support trends to improve internal processes, current products, and guide future product development.
• Provide on-going support to sales team internally and in the field.
• Assist in product demonstrations.
• Present and lead educational webinars and workshops.
• 25% travel required.