Life Sciences Tech Support Specialist — Hybrid Office

Biotage; Charlotte (NC); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Biotage in Charlotte, NC is seeking a Technical Support Specialist to deliver top-tier technical support to customers in the Americas and to field-based teams. The role combines technical problem solving, case management, and collaboration with Sales and Field Service to ensure fast, accurate resolutions.

The successful candidate will have an associate degree in a technical field and 1–2 years of lab instrumentation experience. Salesforce/ServiceMax/Dynamics 365 experience is a plus.

Qualifications

• Associate degree in a technical field is required.
• 1–2 years of experience with lab instrumentation is highly desirable.
• Experience with Salesforce, ServiceMax, or Dynamics 365 is a plus.

Responsibilities

• Deliver top-tier technical support to internal and external customers via phone and email for Biotage products.
• Create case reports detailing issues, repairs, and actions in the service system.
• Take ownership of cases to ensure timely resolution.
• Determine need for on-site service and assign work orders to Field Service Engineers.
• Provide real-time technical and logistical support for Sales and Field Service teams during demonstrations or repairs.
• Meet productivity and turnaround targets for cases and tasks.
• Collaborate with SMEs to develop repair estimates.
• Support Charlotte Repair Depot and QC activities as needed.
• Represent Biotage professionally in all communications.

Skills

Customer service

Technical support

Communication

Organizational skills

Team collaboration

Education

Associate degree (technical field)

Tools

Salesforce

ServiceMax

Dynamics 365

Job description

Biotage in Charlotte, NC is seeking a Technical Support Specialist to deliver top-tier technical support to customers in the Americas and to field-based teams. The role combines technical problem solving, case management, and collaboration with Sales and Field Service to ensure fast, accurate resolutions.

The successful candidate will have an associate degree in a technical field and 1–2 years of lab instrumentation experience. Salesforce/ServiceMax/Dynamics 365 experience is a plus.