Applied Biological Materials Inc. (abm) is a Vancouver-based biotech company that develops and markets cutting-edge research reagents to the life science and biotech communities. As part of our rapid business expansion, we are seeking a highly skilled Technical & Customer Support Specialist with expertise in cell culture to join our team. This is an exciting opportunity for fast-track career growth within a dynamic, diverse, and innovative environment.

Key Responsibilities:

• Provide expert scientific and technical support on cell culture-related products to customers via email and phone.
• Generate price quotations for customized biotech services.
• Accurately and precisely document product issues
• Analyze, troubleshoot, and guide customers to resolve technical issues effectively.
• Liaise with production teams and proactively contribute ideas to enhance customer satisfaction and product performance.
• Proactively upsell and cross-sell relevant products and services based on customer needs and product knowledge.
• Analyze and propose solutions to complex or non-standard issues requiring creative and analytical thinking.
• Perform other technical and customer support-related tasks as needed.

QUALIFICATIONS

• Education:
• Master’s degree (or higher) in a relevant Life Science field (e.g., Cell Biology, Microbiology, Biochemistry, Biology). PhDs are welcome to apply.
• Expertise:
• Strong publication record and extensive experience in cell biology troubleshooting.
• Knowledge of plasmid construction, recombinant DNA technology (e.g., CRISPR, viral transduction) is a plus.
• Customer Service:
• Passion for customer satisfaction with at least 1 year of experience in customer service, ideally in the research reagent or biotech industry.
• Ability to upsell and cross-sell products and services effectively.
• Problem-Solving:
• Proven ability to troubleshoot independently using a methodical and analytical approach.
• Communication Skills:
• Excellent verbal and written English communication skills.
• Personal Attributes:
• Fast learner, proactive, adaptable, detail-oriented, and results-driven.
• Positive attitude with a strong sense of responsibility and accountability.
• Time Management:
• Ability to act quickly and efficiently to customer needs
• Strong time management and organizational skills with the ability to multitask and thrive in a fast-paced environment.

• Provide expert scientific and technical support on cell culture-related products to customers via email and phone.
• Generate price quotations for customized biotech services.
• Accurately and precisely document product issues
• Analyze, troubleshoot, and guide customers to resolve technical issues effectively.
• Liaise with production teams and proactively contribute ideas to enhance customer satisfaction and product performance.
• Proactively upsell and cross-sell relevant products and services based on customer needs and product knowledge.
• Analyze and propose solutions to complex or non-standard issues requiring creative and analytical thinking.
• Perform other technical and customer support-related tasks as needed