The Technical Support Specialist provides technical service to support Microbiologics products. Reporting to the Technical Support Supervisor, the position is responsible for providing high level technical service to our internal and external customers. This position is the technical and scientific face of Microbiologics to our customers and the service they provide is one of our unique differentiators. Major accountabilities include
Provide world class customer experience to both internal and external customers.
Document the receipt, response and resolution of all customer complaints as they relate to product performance following release and distribution.
Lead and plan investigations in relation to customer complaints.
Develop and conduct training for both internal and external customers on the technical background and effective use of Microbiologics products.
Compiling and presenting a case internally on whether or not a recall should be initiated and the subsequent communication with the FDA.
Other responsibilities include:
Perform basic molecular biology & microbiology techniques including: PCR, gel electrophoresis, nucleic acid quantitation, bacterial enumeration and culturing techniques.
Maintain familiarity with Microbiologics’ product inserts, product guarantees, technical literature, and current regulations and requirements for quality control such as CLSI, USP, AOAC, and ISO standards.
Investigate retention product to determine root cause of complaint and identify potential trends or out of specification product.
Identify the need for Corrective and Preventative Actions (CAPAs) and the verification activities associated with CAPA’s.
Work collaboratively with other functional units including, Production and QC, and Sales and Marketing.
Participate on Internal Audit Team to help us continually improve.
The ideal Technical Support Specialist candidate will have a four year degree in relevant field such as Biology, Microbiology, Bioengineering, Molecular Biology, or Biochemistry. The ideal candidate will also have at least three years practical microbiology laboratory experience, two years of molecular experience. MLS, CLS or MT certification preferred.
Specific skills required include:
Experience with laboratory culture and aseptic techniques.
Skilled with molecular analysis for detection and quantitation of target organisms (e.g., design of multiplex assays, digital PCR)
Familiarity with the operation of the most popular molecular diagnostic instruments (e.g. BD MAX, Cepheid GeneXpert, etc.)
Strong aptitude for critical and independent thinking and problem solving.
Desire to continuously learn and stay up-to-date on industry trends and new regulations regarding Quality Control
Strong interpersonal and communication skills and the ability to work in global, multidisciplinary teams.
Receptive to new ideas and methods for existing processes and tasks.
Previous experience in a customer service/support role preferred.
We are the leading provider of ready-to-use QC microorganisms for quality control testing in the clinical, pharmaceutical, food, water and educational industries. With over 900 strains available in a variety of user-friendly formats, we offer the largest and most diverse line of QC microorganisms including qualitative, quantitative, Certified Reference Material and Parasite Suspensions.
Our products are manufactured in accordance with the industry’s highest standards. We have achieved ISO 13485 certification, as well as ISO 17025 and ISO Guide 34 accreditations. In addition, we are an FDA registered establishment and offer many CE Marked products.
Microbiologics was founded in 1971 and is headquartered in St. Cloud, Minnesota. Originally named Environmental Protection Laboratories, we initially focused on providing laboratory testing services for detecting microbial contamination of water sources, the environment and food products. In 1976, we began manufacturing and selling laboratory supplies including lyophilized (freeze-dried) microorganisms. Today, we provide QC microorganisms to every region of the world through an extensive distribution network.
In 2008, Microbiolog...ics acquired Gibson Laboratories, Inc. of Lexington, Kentucky. Gibson provides a full array of microbiology supplies including stains & reagents, rapid test kits, QC controls, lyophilized bacterial and fungal cultures, fungal serology, and custom manufactured products.
Microbiologics is owned by Granite Equity Partners, a private investment and holding company headquartered in St. Cloud, Minnesota. Granite Equity Partners invests human and financial capital from the local community of investors, executives, and advisors to advance select companies in the Central Minnesota region toward their full potential.
In 2017, Microbiologics acquired Virapur of San Diego, California.