Technical Support Associate

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. That’s why we continue to invest millions in new recombinant capabilities that help create diagnostics that improve health and save lives - in a more ethical and sustainable way than ever before.

Equal Opportunities

BBI are an equal opportunity employer and believe 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

To stay up to date with BBI’s global activities, take a look at our Facebook, X and LinkedIn pages. Click follow to receive the most up to date job and event information.