PE Biosystems
Framingham, MA 01701
1-800-899-5858 x 7971
FAX (508) 383-7855
Tsupport@pbio.com or fpratt@pbio.com
Tech Support Specialist II or III
BASIC FUNCTION AND SCOPE OF THE POSITION:
You would be responsible for providing technical and application support for
U.S. customers of PE Biosystems in the field of PNA (Peptide Nucleic Acid)
Synthesis. You would assist customers in the design of Custom PNA for
experiments such
as In-Situ Hybridization, PCR Clamping, Anti-Sense Olio
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?s, Affinity Capture,
Triplex Binding, Strand Invasion and other applications. You would als=
o assist
customers who are synthesizing PNA's using monomers and or instruments =
provided
by PE Biosystems. In addition
you would provide some support for PE Biosystems customers in the areas=
of DNA
& Peptide Synthesis as well as (LC) Liquid Chromatography and (MS) Mass=
Spec
products and services. In this position you would act as a technical re=
source
providing technical and
applications feedback from the customer to maintain and improve product=
quality.
ESSENTIAL JOB DUTIES:
1. Provides customers and PE Biosystems field personnel with technica=
l and
application support through effective telephone and e-mail troubleshoot=
ing.
This requires
referencing extensive product and application documentation and literat=
ure,
consulting with experts in other departments and relying on personal pr=
oduct and
application knowledge.
2. Documents customer reported product problems and questions by ente=
ring
relevant information into a computer-based call tracking system. Logs a=
ll calls
in the Tech Support call tracking system.
3. Provides peer training (e.g. product use, department procedures, a=
nd
operation of computer call tracking system) in formal training sessions=
and
through daily interaction.
4. Maintains and develops technical expertise on assigned products an=
d
application techniques by regular operation of products, performing app=
lications
and through the study of PE Biosystems product documentation and associ=
ated
literature. Assists in maintaining the Tech Support Website.
5. Interacts with members of other departments to report design, reli=
ability,
documentation and maintenance issues.
ADDITIONAL DUTIES:
1. Contributes to the success and quality of products and documentati=
on
through new product use testing, reviewing new documentation,
confirming/disproving customer product performance issues and informing=
relevant
departments of test and review results.
2. Occasionally travels to customer sites for training, technical
presentations, troubleshooting and product demonstrations.
3. Contributes to the sale of new products by conducting in-house pro=
duct
demonstrations and technical presentations.
4. Do independent research using PE Biosystems instruments, write and s=
ubmit
peer review articles for publication, give presentations and posters at=
meetings.
5. Write Technical Bulletins, Technical Notes and Application Articles =
for
in-house publications.
EDUCATION AND/OR EXPERIENCE:
Requires knowledge and skills normally acquired through completion of a=
MS for the Tech Support II or Ph.D. for the Tech Support III in a Life =
Science,
Chemistry, Engineering or related fields. Candidates with the equivalen=
t
relevant experience such as a BS plus experience gained by servicing or=
providing technical support for related high technology instrumentation=
will
also be considered for this position. Requires knowledge
of the principles of Biology, Chemistry and Physics or Electronics equi=
valent to
basic college-level courses in these areas. Four to six (4-6) years ha=
nds-on
experience in a technical support related field, including two (2) year=
s
hands-on experience with PE Biosystems or related biotechnology product=
s, e.g.
laboratory usage, field or in-house service, product testing, or equiva=
lent
combination of education and experience. Specific experience or traini=
ng in an
area related to customer relations, technical training and technical su=
pport is
preferred.
OTHER KNOWLEDGE, SKILLS & ABILITIES:
Based upon the specific assigned product group, the incumbent must disp=
lay an
adequate understanding of Peptide and / or DNA Synthesis, Molecular Bi=
ology
applications using synthetic DNA or PNA. (LC) Liquid Chromatography /=
(MS)
Mass Spec Analysis
(MALDI-TOF & ESI-TOF) / Computer Networking of analytical instrumentati=
on and
related applications, or an in-depth understanding of relevant hardware=
,
electronic, or software systems to perform the essential functions. Mu=
st be
able to communicate effectively, both verbally and in writing, to be ab=
le to
provide the appropriate responses to customers and co-workers. Must hav=
e the
ability to interact with a broad range of customers in a professional, =
friendly
and effective manner. Must have excellent organizational and troublesh=
ooting
skills to quickly respond to specific questions and problems requiring =
timely
and accurate information.
Must be able to operate at least one PE Biosystems product or related
biotechnology instrument such as an Expedite, 394, Pioneer, 9050, 433,=
BioCAD,
Integral, Sprint, Vision or 700E Liquid Chromatograph or Voyager or Mar=
iner Mass
Spec or similar competitive Synthesis, LC or MS instrumentation and und=
erstand
the relevant chemistry and/or biology, and have a
basic understanding of how the hardware and/or software of the instrume=
nt
accomplishes the instrument's function. Ability to perform as a member=
of a
team responding to multiple activities in a fast paced environment. Fa=
miliarity
with computerized database programs and word processing software desira=
ble.
Familiarity with computer networks and the interface of these networks =
with
analytical instruments are a plus.
Contact: Fred Pratt Manager of Tech Support PE Biosystems Framingham, =
MA
At the phone, fax or e-mail addresses above
=
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