Technical Support Specialist

The Technical Support Specialist (TSS) leverages and utilizes all available resources and work closely with Territory Sales Managers (TSM) to provide world class technical support to current customers and distributors on the proper use of the Hygiena 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.Is responsible for providing timely and useful technical support, product information and training to Hygiena Sales teams, Customers, and Distributors within Latin America. Will be the point of contact for all product technical issues, troubleshooting and providing remedial actions or solutions.ResponsibilitiesEssential functions of the job are listed below. Other responsibilities may also be assigned. Please note that the essential functions may vary depending on department size, organizational structure and/or geographic location. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job.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.Provides support to level II and III TSS's and TSM's, shadowing where necessary. Assists in executing an annual accelerated business growth plan that includes new product launches, existing customer support, new installations, new applications, upgrades, etc. of the Diagnostics productsPulls and analyzes data to support efforts to overcome technical obstacles, gain new business and monitor competitors and trendsWorks 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 complete Hygiena portfolioMonitors appropriate food and beverage market segments and competitive offerings and adjust tactics and go to market strategy accordingly to gain market shareActively 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 the Business Unit Manager, Territory Sales Managers, Technical Support Manager, Marketing, Tech Service, Applications Team and R&D teams to overcome customer technical obstacles in order to maintain and gain new businessProvides 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 territoryEnsures 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.KnowledgeBachelor's Degree or Higher in life sciences (biology, microbiology, chemistry, food microbiology) or related field, or equivalent education and work experience, required.MS or PhD in Food Science or Microbiology preferred.Knowledge and experience in running PCR, Real Time PCR, ribotyping, molecular systems.2 ~ 6 years of experience of B2B sales or technical support position required that includes the following:Experience in sales in the food & beverage market, orExperience in sales and/or marketing in health care marketKnowledge of Microsoft Windows, Office (Outlook, Word, Excel, PowerPoint, MS 365 CRM) WebEx or similar web meeting application.Skills/AbilitiesExcellent verbal and written communicationAbility and aptitude to work with and maintain fine scientific instrumentationAbility to conduct detailed data analysis and troubleshooting each product platformDevelop design of experimentsMust 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.Only candidates who reside in the following countries will be considered: Colombia, Costa Rica, Panama, Guatemala and Mexico (Mexico City, Monterrey or Guadalajara).#J-*****-Ljbffr