Technical Support Specialist

GENERAL PURPOSE

The Technical Support Specialist (TSS) leverages and utilizes all available resources and works closely with Territory Sales Managers (TSM) and Customer Support to provide world class technical support to current customers on the proper use, and troubleshooting, of the different products in Hygiena’s portfolio to meet and exceed monthly, quarterly, and annual sales goals in the assigned geographic territory. Accounts, territory, and level of responsibility will vary by level.

Description of Essential Job Functions (TSS L3)

• Optimizes technical support resources to most effectively maintain a satisfied customer base as well as to train new customers and technicians to drive profitable sales to meet monthly, quarterly and annual goals while managing an annual operating budget.
• Pulls and analyzes data to support efforts to overcome technical obstacles, gain new business and monitor competitors and trends.
• Works in partnership with Territory Sales Managers to develop and execute an annual accelerated business growth plan that includes new product launches, existing customer support, new installations, new applications, upgrades, etc. of the Diagnostics products
• Actively participates in relevant industry associations (IAFP, IFT, GFSI, PMA, etc.) as a speaker, convener, panelist, poster author, technical working group member, professional development group, etc.
• Works closely with Territory Sales Managers, Marketing, Tech Service, Applications Team and R&D teams to overcome customer technical obstacles in order to maintain and gain new business.
• Provides guidance, coaching and training to level I and II colleagues where needed. Identifies training and staffing needs in partnership with applicable manager/supervisor.
• Utilizes and updates CRM MS 365 platform daily to manage the assigned territory.
• Ensures compliance with and/or follows all organizational systems, programs, training, policies, and procedures as required and complies with relevant legal mandates. Seeks guidance as necessary.
• Actively supports and participates in the safety program, both for self-protection and the protection of other employees, by reading and abiding by all requirements in the Safety Manual and Injury Illness Prevention Program (IIPP).
• Carries out all responsibilities in an honest, ethical and professional manner.
• Must be able to fulfill essential job function in a consistent state of alertness and safe manner.
• Handles various other duties as delegated by the Sales Director.

Knowledge

• Native Portuguese speaker
• English as second language: Advanced skills for conversation, reading and writing
• MS or PhD in Food Science or Microbiology preferred
• Knowledge and experience in running PCR, Real Time PCR, ribotyping, molecular systems, ATP systems
• Strong knowledge of Microsoft Windows, Office (Outlook, Word, Excel, PowerPoint, MS 365 CRM) WebEx or similar web meeting application.

Skills/Abilities

• Excellent verbal and written communication
• Ability and aptitude to work with and maintain fine scientific instrumentation
• Ability to conduct detailed data analysis and troubleshooting each product platform
• Develop design of experiments
• Must be able to use discretion and independent judgement.
• Must be able to work in a team environment.
• Must be able to pay close attention to details.
• Must be able to adapt and flex to a changing environment.
• Must be able to lift/carry 40 pounds.

WORKING CONDITIONS

• Minimum of 50% overnight travel
• Days consist of either driving and/or flying and driving to see customers in the territory
• May occasionally work evenings and/or weekends.