Technical Support Specialist

2 days ago

Saint Ives, United Kingdom Sense Biodetection Limited Full time

**Company**
Sense is transforming healthcare by redefining diagnostics. Our Veros instrument-free molecular platform empowers doctors and patients by delivering diagnostic results that can be trusted, in a way never thought possible.

Backed by some of the most respected venture capital firms in the world, we are a rapidly growing Company that is launching an entirely new class of diagnostic product: a rapid, disposable, instrument-free molecular product platform delivering the “gold standard” performance of laboratory testing without the constraints of costly instruments or readers.

We believe our approach enables better access, better outcomes, and better value across every aspect of healthcare. Sense is aggressively growing from its strong research and development foundation and emerging as the global leader in this exciting new segment of healthcare.

Sense’s core values are collaboration, integrity, innovation, drive, empowerment and accountability. Our core values define our company culture, they are shared values, goals, attitudes and practices that characterise Sense’s employees. We are looking for likeminded people to join the Sense team.

*
Key Responsibilities: *
- Respond to inquiries, product feedback and complaints
- Receive and process customer orders
- Manage product complaints and records
- Play a key role in onboarding of new customers (direct and distribution partners)
- Identify needs and collaborate to develop new or update tools to assist customers and field sales, i.e. frequently asked questions, troubleshooting guides
- Collaborate with cross-functional teams to identify and create programs for new product launches. For example, evaluation and/or validation
- Conduct Customer and internal product training
- Create and support quality initiatives to maintain an environment of continuous improvement
- Ensure compliance with Company’s Quality Management System and ensure that any individuals reporting to him/her comply with the Company’s Quality Management System

**Qualifications**:

- Bachelors Degree in relevant scientific or engineering field
- Masters Degree in relevant scientific or engineering field desirable
**Experience**:

- Experience and ability to quickly learn new skills, technical information, and systems
- Experienced and skilled with technical communication (verbal and written) to comply with FDA and ISO requirements for complaint management
- Experience in conducting customer trainings and/or troubleshooting, across different countries and cultures
- Experience in a start-up environment and in IVD market is preferable
**Knowledge**:

- Knowledge and ability to follow procedures and comply with good documentation processes in a regulated market and across different countries and cultures
**Skills**:

- Approachable, positive can-do attitude. Ability to positively embrace change and favourably contribute to Sense’s culture of speed, accountability, transparency, and trust
- Excellent verbal and written communication skills in-person and remote, both internally and externally
- Ability to professionally represent Sense
- Ability to concisely, professionally, and efficiently communicate to Customers
- Initiative, self-motivated, and good independent problem-solving skills
- Patience: ability to be able to review procedural steps and troubleshoot with Customers without sounding hurried or impatient

**Benefits**:

- Private Medical Insurance
- Life Assurance
- Share option scheme
- Competitive Salary

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