o Provides technical support for MaxCyte product lines and services by answering customer technical inquiries. Inquiries may be received via telephone, email, and/or web chat. o Conducts product demonstrations, installations and training at customer sites. o Designs experiments, troubleshoots customer problems, develops and recommends solutions. o Works collaboratively with the sales and marketing team with pre-sale and post-sale activities to promote MaxCyte technology, and drive instrument and consumable sales. Develops sales leads through customer conversations and meetings.o Presents technical and product information at conferences and during customer field visits. o Makes recommendations for future process improvements, and implements those actions accordingly. Identifies new applications for the MaxCyte technology. o Analyzes, interprets, and reviews customer data to support sales. o Accurately records pertinent information from customer interactions and follows up to ensure customer satisfaction. o Presents technical updates to colleagues and contributes to department meetings. o Works collaboratively across the business to build partnerships with the marketing, technical, and sales teams to ensure high customer satisfaction. o Sets up, troubleshoots, and repairs laboratory instruments. Performs instrument calibrations and upgrades. Identifies, documents and communicates new competitive activities, products or field activities / strategies to the internal scientific and marketing team. o Performs regular literature reviews and identifies key opinion leaders in MaxCyte`s major application areas. o Complies with all applicable policies regarding health, safety and environmental policies.
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