Technical Support Specialist

GenDx; Utrecht; On-site; EUR 52,000 - 67,000; Full time

Benefits offered by this job

Commuting compensation

Laptop

OpenUp Employee Assistance Program

25 holidays + Christmas leave

Sports center access (Sport pass)

Part-time option (0.8 FTE)

Job summary

GenDx is seeking a Technical Support Specialist to support scientists, hospital specialists, and transplant centers worldwide. You will troubleshoot issues, translate complex information into practical guidance, and collaborate with Education, R&D, Quality Control, Sales and Product Portfolio teams to deliver solutions.

You will interact via email, phone and online meetings, contribute to customer education activities, and represent GenDx professionally while ensuring compliance with ISO 13485

Qualifications

• Master’s degree or PhD in molecular biology (or related field) or equivalent experience.
• Excellent English communication in writing and speaking.
• Strong problem-solving and analytical skills to translate findings into practical solutions.

Responsibilities

• Respond to customer questions and technical issues by email, phone and online meetings.
• Guide customers through software and lab workflows and provide practical support for training and data interpretation.
• Review customer workflows, analyze sequencing and qPCR data, interpret results and communicate findings.

Skills

Excellent communication

Active listening

Customer-focused

Analytical thinking

Education

Master’s degree or PhD in molecular biology

Tools

PCR

qPCR

DNA sequencing

Job description

GenDx, where innovation drives diagnosticsGenDx is a global leader in molecular diagnostic laboratory solutions for high resolution tissue typing of both donors and patients and monitoring transplant success. We combine our cutting-edge software solutions, reagents for DNA sequencing-based HLA typing and transplant surveillance strategies with our excellent customer support including a comprehensive education program. Our products are sold all over the world through direct sales and distributors.

GenDx, part of the Eurobio Scientific Group since 2022, is headquartered at Utrecht Science Park, The Netherlands.

With a highly educated and motivated team of over 200 colleagues, we contribute to the quality of life of transplant patients.

To strengthen our team, we are looking for a
customer-focused, service-minded and technically skilled
Technical Support Specialist.

As a Technical Support Specialist at GenDx, you play an important role in supporting our mission to improve the quality of life and survival chances of transplant patients. Our customers rely on GenDx products to support critical decisions throughout the transplant journey. By helping them use our products accurately, confidently and effectively, you contribute to the quality and reliability of their work and, ultimately, to better transplant outcomes.

You support scientists, hospital specialists, tissue typing laboratories and transplant centers worldwide. Combining your scientific knowledge with a genuine interest in customer support, you listen carefully, ask the right questions and look beyond the initial enquiry to understand the customer’s needs. You investigate technical questions, troubleshoot issues and translate complex information into clear, practical guidance tailored to the customer’s situation and level of knowledge.

You interact with customers through email, phone and online meetings, and collaborate with colleagues across different teams such as Education, R&D, Quality Control, Sales and Product Portfolio to find accurate, timely and sustainable solutions. The role combines scientific problem-solving, customer communication and education, offering the opportunity to make a meaningful contribution to both customer success and transplant care.

• Respond to customer questions and technical issues by email, phone and online meetings.
• Enable customers to use GenDx products successfully by answering technical questions, guiding them through software and lab workflows, and providing practical support for setup, training, data interpretation, and process optimization.
• Review customer workflow, analyze sequencing and qPCR data, interpret results and communicate findings.
• Investigate problems and provide clear, actionable troubleshooting guidance to customers.
• Gather relevant information, coordinate follow-up, and collaborate with colleagues from Education, R&D, Quality Control, Product Portfolio and Sales when issues require in-depth investigation.
• Record and manage customer enquiries and complaints in a CRM system.
• Communicate customer needs and feedback to relevant teams across GenDx.
• Contribute to online and in-person customer education activities.
• Represent GenDx in a positive and professional manner.
• Follow applicable processes and work in accordance with ISO 13485 standards.

Requirements

• A Master’s degree or Ph.D. in molecular biology (or a related field) or equivalent relevant work experience.
• Knowledge of human immunology, especially the HLA gene family, is favorable.
• Experience with common laboratory techniques such as PCR, qPCR and DNA sequencing.
• Strong analytical and problem-solving skills, with the ability to investigate technical issues and translate findings into practical solutions.
• A genuine interest in customer support and helping others, with a strong service-oriented and customer-focused mindset.
• Professional, friendly and approachable, with a trustworthy manner and presentation when interacting with customers in person and online.
• Excellent communication and active listening skills, with the ability to read between the lines, ask relevant follow-up questions and identify the underlying needs behind a customer’s enquiry.
• Able to communicate clearly, concisely and effectively, adapting the level of detail and approach to the customer’s background, knowledge and specific needs.
• A collaborative working style, along with the initiative to investigate issues and the judgment to involve colleagues when needed.
• Excellent command of English (written and spoken).

What we offer

• A team of like-minded people who all strive to deliver the highest quality products possible.
• An international working environment.
• New office facilities accommodating the GenDx café to enjoy your fresh daily lunch.
• Compensation for commuting traffic.
• Full-time contract (40 hours/week).
• Option to work part-time (minimum 0.8FTE).
• Employee Assistance Program (OpenUp).
• Laptop.
• 25 holidays and a week paid Christmas leave.
• Sport pass for Sports Center Olympos.

Information

For more information, you can contact Yvonne Dorland, PhD, Support Manager, at [phone].

To be considered for this position, you must be legally permitted to live and work in the Netherlands.