{"id":835956,"url":"https://alion.io/job/biotage-technical-support-specialist-life-sciences","title":"Technical Support Specialist (Life Sciences)","company":{"id":691946,"name":"Biotage","domain":"biotage.com","url":"https://alion.io/company/biotage","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"A","score":90,"open_postings":5,"ghost_share":0,"stale_share":0.2,"repost_share":0,"time_to_fill_p50_days":60,"computed_at":"2026-10-01T05:45:00Z"}},"role":"Science & Research","role_family":"Science & Research","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Charlotte, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":55000,"max_usd":117000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":425},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-02T18:39:19Z","employer_posted_date":"2026-09-02","last_verified_at":"2026-09-29T07:40:22Z","board_verified":false,"closed_at":null,"days_open":28,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":28},"description":"From drug discovery and development to analytical testing, Biotage supports the work that drives progress in life science and improves human health. With expertise in separation and purification technologies and versatile, intelligent workflow solutions, we help optimize processes for more than 5,000 customers worldwide.\nOur mission is clear: to empower scientists to simplify and accelerate discovery and development.\nWe are seeking a Technical Support Specialist at our US Headquarters located in Charlotte, NC. This role is hybrid - 3 days a week minimum in office.\nThe primary responsibility of the Technical Support Specialist (TSS) is to deliver exceptional technical support to Biotage customers in the Americas, as well as to Field Service and Sales personnel. As a key member of our 1-Point Technical Service Support team, the TSS provides logistical and administrative support to both internal and field-based employees, including Field Service Engineers, Sales Representatives, and Applications Specialists.\nTasks and Responsibilities\nDeliver top-tier, customer-centric technical support to internal and external customers via phone and email for all Biotage products and services.\n\nCreate case reports for customer issues, including identification of key problem details, accurate documentation of relevant information, support provided, and repair activities in the company’s service business information system.\n\nTake ownership of customer cases to ensure they are handled professionally and resolved in a timely manner.\n\nDetermine the need for on-site service and assign work orders to Field Service Engineers accordingly.\n\nProvide real-time technical and logistical support for Sales and Field Service teams during product demonstrations or repair activities.\n\nMeet established productivity and turnaround targets for cases and other assigned technical support tasks.\n\nCollaborate with Subject Matter Experts to develop repair estimates.\n\nProvide occasional support to the Charlotte Repair Depot, which may include repair work for client-owned or Biotage-owned laboratory equipment, demo quality control (QC) activities, and assistance to onsite laboratory personnel in the Charlotte-based Applications Labs.\n\nComplete all assigned tasks promptly and efficiently.\n\nProfessionally represent Biotage in all communications to uphold a customer-focused approach and company reputation.\n\nPerform additional tasks as assigned by Service Management to support departmental and organizational goals.\n\nCustomer Billing & Revenue Support\nCreate and manage client billable work orders with accuracy and timeliness.\n\nCollaborate with the Field Service Manager to determine appropriate discount levels for billable services.\n\nLiaise with Service Coordinators and Field Service Engineers to ensure alignment on billable activities and accurate processing of related documentation.\n\nProactively engage with clients to obtain raised purchase orders (POs), explain re-quoting as needed, and provide clear communication regarding service-related billing.\n\nSupport end-of-quarter forecasting of billable service activities, providing accurate and timely input to Service Management.\n\nEducation and Experience\nAssociate degree in a technical field (Electrical, Mechanical, Engineering or related fields.\n\nStrong organizational, technical, communication, and customer service skills.\n\n1-2 years of experience working with laboratory, biotechnical, and/or analytical instrumentation is highly desirable.\n\nExperience with Salesforce, ServiceMax, Dynamics 365 or other service reporting systems is a plus.\n\nOther\nAbility to lift up to 50lbs and stand for long periods.\n\nAbility to safely work around and handle hazardous materials.\n\nOccasional travel may be required\n\nPotential travel to customer sites in a local service area.\n\nPotential for travel required to attend annual Service meetings in remote location or attend specific training seminars.","description_format":"text","description_chars":3943,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Biotechnology","Drug Discovery","Laboratory Equipment"],"lifecycle":[{"event":"open","at":"2026-09-12T19:05:04Z"}],"liveness":{"score":69,"band":"ok","label":"Likely open","p_open":1,"p_active":0.769,"p_room":0.9,"age_days":28,"expected_fill_days":60,"reasons":["conf:46","win:mid","comp:junior"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/biotage-technical-support-specialist-life-sciences","json_url":"https://alion.io/job/biotage-technical-support-specialist-life-sciences.json","meta":{"generated_at":"2026-10-01T09:47:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":543,"day_limit":5000,"remaining_today":4457,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}