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For Companies At a Glance
- Tasks: Provide technical support and troubleshooting expertise to customers and internal teams.
- Company: Join BBI, a leader in health advancements and life-saving solutions.
- Benefits: Enjoy competitive salary, health care, generous leave, and career development opportunities.
- Why this job: Make a real impact in health while developing your skills in a supportive environment.
- Qualifications: Bachelor's degree in relevant field; experience in technical support preferred.
- Other info: Dynamic workplace with a focus on employee well-being and growth.
The predicted salary is between 30000 - 50000 £ per year.
BBI exists to help our customers create advances that improve health and save lives. We are seeking a Technical Support Associate to join our team. This is a permanent, full-time position.
The Technical Support team and its members is a critical customer-facing role that is at the forefront of managing and resolving all customer technical product support requirements. As part of this, the Technical Support Associate will provide technical support and troubleshooting expertise to customers and internal stakeholders across BBI’s product portfolio and establish a trusted advisor relationship that works to ensure the customers’ overall satisfaction with BBI products.
The role requires efficient and effective communication with customers and internal departments to find and deliver query resolutions for customers, therefore working cross functionally, including with regulatory, quality, product management, operations, and the sales team. They will need to act as the point of coordination for relevant projects, action plans and activities that address customer support needs, and utilise SFDC to capture and track key activities.
The Technical Support Associate will also be responsible for the identification of revenue opportunities through their technical engagements, and for promoting and driving BBI’s customisation services and offering. They will do so as part of their day-to-day technical support activities, participation in Expert to Expert events (and similar), and more generally as they seek to promote these capabilities in all their customer engagements.
This multi-skilled role will be responsible for ensuring the customer journey is a smooth process and one that a customer will want to repeat. They will also deliver improved customer centricity and support, and increase sales effectiveness by minimising sales and account manager involvement in technical query resolution.
In this role your responsibilities will include:
- Establish a trusted advisor relationship with customers and internal stakeholders that works to ensure the customers overall satisfaction with BBI products
- Act as liaison and coordinator between operations, commercial and the customer for technical query resolution and support activities
- Gather intelligence, interpret customer technical requirements and market trends and feed into Product Management and other stakeholders
- Support commercial and operations during improvements of existing products and development of new products
- Support internal partners in the collation of evidence as may be required to support technical resolution and complaints / query investigations
- Prioritise and drive resolution of escalated customer issues and meet set targets with timely response and issue resolution
- Manage customer support activities for current/newly identified customer base
- Work with cross-functional, cross-product line teams to ensure consistent, efficient processes and procedures
- Provide troubleshooting expertise as required to both internal and external stakeholders
- Support with the technical transfer process as required
- Become a ‘product range expert’, supporting the Sales team with training, intelligence and product and customer insights
- Review and approval of Customer memos / Change notifications in relation to technical matters
You should apply if:
- Bachelor’s degree in Chemistry, Bio Sciences or related discipline
- Master’s or Doctorate Degree preferred
- Sales and negotiation training
- Recent experience providing technical support in similar organisation
- Professional level pharmaceutical, life sciences or biotechnology industry experience essential
- Sound technical knowledge / understanding of IVD reagents products
- Knowledge of other functions that provide inputs regularly such as Operations, R&D, Supply Chain, Product Management, Technical Transfer, Sales, QA etc.
- Task management experience- with ability to lead and coordinate cross functionally
- Practical experience of applying Lean and/ or Six Sigma techniques
- Demonstrated experience in collaborating and building strong, long term strategic relationships with internal / external partners at all levels
Our Recruitment Process
If this role sounds like it’s for you, click ‘apply’ today. Once we’ve received your application, a member of our recruitment team will be in touch to arrange a call. On this call, we’ll be able to tell you a lot more about working here at BBI Solutions, how ‘a day in the life’ of this position looks and discuss the next stages of the recruitment process.
Why Choose BBI
We are committed to promoting and protecting the physical, financial, and emotional well-being of all our employees. With our employees focused on others, we’re focused on them. That’s why, at BBI, we’re dedicated to providing our employees with access to global resources and site-specific benefits that support their health and wellbeing.
- Competitive Salary with Yearly Salary Reviews
- 5% Contributory Pension Scheme
- Life Assurance (4x Annual Salary)
- Private Health Care Scheme – including dental
- Global Employee Wellbeing Programme
- Reward and Recognition Programme
- Commitment to Career Development
- Generous Annual Leave Package
- Cycle to Work Scheme
- Refer A Friend Scheme
- Subsidised Canteen
- Free Onsite Parking
- Electrical Vehicle Lease Scheme
- Electrical Charging Points
- State of the Art Facilities – Certified Centres of Excellence
We’re also focused on development, creating an environment that allows our employees to nurture their talent and empowers you to make a difference. This is achieved by providing our employees with access to learning opportunities to help achieve personal career goals.
About BBI
For more than 70 years, we’ve been perfecting reagents, both native and recombinant, to help IVD and life-science teams turn breakthrough ideas into reliable, life-saving advances. Great products are only the start. From troubleshooting tricky performance issues and customising reagents to meeting new regulatory standards, our scientists work to clear obstacles and accelerate progress.
Equal Opportunities
BBI is an equal opportunity employer and believes in fair treatment for all candidates. Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, pregnancy, citizenship, marital status, gender expression, genetic information, political affiliation, or any other characteristic protected by law.
Stay in Touch
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Technical Support Associate employer: Bbisolutions
Contact Detail:
Bbisolutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Associate
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on BBI and its products. Understanding their mission to improve health and save lives will help you connect with the team and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be providing technical support, brush up on your problem-solving techniques. Think of common issues in the industry and how you'd resolve them. This will help you shine during the interview.
✨Tip Number 3
Show off your communication skills! As a Technical Support Associate, you'll need to liaise with various teams. Be ready to demonstrate how you can effectively communicate complex technical information to both customers and internal stakeholders.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and keen to join the BBI family. Don’t miss out on this opportunity!
We think you need these skills to ace Technical Support Associate
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Technical Support Associate role. Highlight relevant experience in technical support and any specific skills that match the job description. We want to see how you can contribute to our mission of advancing health together!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your background aligns with BBI's goals. Remember, we love seeing genuine enthusiasm for what we do!
Showcase Your Communication Skills: Since this role involves a lot of customer interaction, make sure to demonstrate your communication skills in your application. Whether it's through your writing style or examples of past experiences, we want to know how you connect with others.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and keep track of it. Plus, it shows you're keen on joining our team at BBI. We can't wait to hear from you!
How to prepare for a job interview at Bbisolutions
✨Know Your Products Inside Out
Before the interview, make sure you have a solid understanding of BBI's product portfolio. Familiarise yourself with their IVD reagents and any recent advancements in the field. This will not only help you answer technical questions but also show your genuine interest in the role.
✨Showcase Your Communication Skills
As a Technical Support Associate, effective communication is key. Prepare examples of how you've successfully resolved customer issues in the past. Highlight your ability to liaise with different departments and stakeholders, as this will demonstrate your capability to work cross-functionally.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think of specific instances where you had to troubleshoot a technical issue or manage a difficult customer situation. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Emphasise Your Teamwork Experience
This role requires collaboration with various teams, so be ready to discuss your experience working in cross-functional environments. Share examples of how you've built strong relationships with colleagues from different departments, and how that contributed to successful project outcomes.
