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Technical Support Manager/Engineer

Cambridge, MA
About Vizgen:
Vizgen is a rapidly growing company developing the next generation of spatially resolved genomic profiling tools that enable researchers to gain new insight into the biological systems that underlie human health and disease. The company's groundbreaking MERFISH spatial transcriptomics technology images RNA molecules with high accuracy and unrivaled detection efficiency at subcellular resolution. MERFISH provides transformative insight into a wide range of tissue-scale basic research and translational medicine in oncology, immunology, neuroscience, infectious disease, developmental biology, and regenerative medicine. For more information, go to www.vizgen.com

Reporting to the Director of Technology and Partnerships and working closely with Vizgen’s R&D and Product team members, the Technical Support Manager/Engineer will support and coordinate solutions for our customers and collaborators. The Company is currently developing a spatial omics platform that includes reagents, instrumentation, and analysis software as part of its first commercial product launch.  We are seeking an experienced technical support engineer with complex scientific problem-solving skills and the ability to understand and propose solutions to customers’ needs.

Key Responsibilities:
  • Develop expert level knowledge of Vizgen’s technology, including instrumentation, software, network communications, and full integration of the overall platform
  • Have a working knowledge of Vizgen’s reagents and chemistry with respect to how they impact the performance of the platform
  • Work directly with external and internal customers to record problems, investigate underlying causes, and identify short term or long-term solutions
  • Support onboarding of new customers through installation and training on Vizgen’s platform
  • Develop and document effective training and troubleshooting manuals, support strategies, and procedures for new products and product updates, for both customers and employees at Vizgen
  • Establish and manage a customer support ticketing system
  • Track, prioritize, and ensure issues are resolved within specified time limits
  • Work closely with R&D teams to solve technical issues and provide input on product improvements
  • Oversee and manage service parts needs and planning
  • Recommend and implement service pricing for contracts
  • Help build and manage a field service engineer team who can address day-to-day customer needs
  • Train and support the field service engineer team
  • Travel as needed, both regionally and nationally, up to 25% of your time to support customers on site
  • Represent Vizgen in a professional and friendly way when engaging with both external and internal customers
Requirements and Qualifications:
  • Bachelor’s or Master's degree in relevant scientific or engineering disciplines
  • 5+ years of technical support in the life sciences research industry for instrumentation
  • Highly skilled in managing mechanical, electrical, fluidic, optical, software, and IT systems
  • Background in one or more of the following areas preferred: biomedical engineering, bioimaging, genomics, sequencing, tissue sample preparation, FISH, IHC, oligonucleotide-based chemistries, and fluorescent-based imaging
  • Ability to perform required duties with minimum supervision
  • High sense of urgency for resolving customer issues
  • Experience in both start-up and large companies strongly preferred
  • Excellent interpersonal and team management skills
  • Excellent communication and presentation skills
  • Enjoys working in entrepreneurial but collaborative team-oriented environment
  • Highly organized, disciplined, and efficient in meeting deliverables
  • Highly proficient in the use of business platform tools including PowerPoint, Excel, Word, documentation control, customer support ticketing, and other relevant software applications
Vizgen affords equal employment opportunity to all qualified persons regardless of race, color, religious creed, national origin, age, military status, sexual orientation, disability, genetic information, gender identity, gender expression or gender unless based upon a bona fide occupational qualification.
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