Siature Support Specialist, EMEA in Berlin bei Olink

Signature Support Specialist, EMEA in Berlin bei Olink

Olink

Who we are

Olink Proteomics is a rapidly growing life science company committed to advancing the understanding of human diseases through proteomics. We are dedicated to innovation, quality, rigor, and transparency, providing outstanding solutions and support for human protein biomarker discovery.

The vital role of proteins in understanding human biology has been recognized for many decades, but technological limitations severely restricted the comprehensive investigation of the huge number of proteins that could be important in different biological processes and diseases. With Olink, scientists can now simultaneously measure thousands of human proteins using just a few µL of blood sample, with highly specific, thoroughly validated assays that cover a very wide dynamic range (fg/mL to µg/mL).

In a few years, Olink has grown rapidly from a small, Sweden-based company offering assays for a few hundred proteins, to a NASDAQ-listed organization with a strong global presence, a broad portfolio of flexible protein biomarker solutions and library of high quality, thoroughly validated assays that covers ~3000 proteins.

Position Description

The Scientific Support Team consists of a strong core team spread globally. We have an exciting and critical position – working as the sole support team for our Q100 instrument – that combines customer facing activities with various internal collaborations to meet our goal of maintaining Olink’s high customer satisfaction. The team is now growing, and with the introduction of our new Olink Signature Q100, a user-friendly desktop instrument for running Olink multiplex platform, we are looking for a new key member for this position in the company.

We believe that a successful candidate enjoys working in a dynamic environment with strong customer focus. You enjoy facing new challenges and solving complex problems, both independently and in collaboration with your team members. As a person, you are approachable and positive with excellent interpersonal and communication skills. You are comfortable taking the initiative and can prioritize your work. If you appreciate working in an energetic and enthusiastic team and would like to contribute to a new era in biomarker research, this position is a perfect fit for you.

Primary Responsibilities

In collaboration with the field application scientist and technical support team, provide advanced customer support to Olink Signature Q100 users, including Olink analysis service and external labs. This includes technical support, and troubleshooting issues related to instrument operation to ensure the highest customer satisfaction.
Actively assist with customer coordination for implementation of Olink technology using Olink Signature Q100 in house.
Actively collaborate with different departments of the company to find the best solution to queries and issues from Olink customers.
Act as the main point of contact with Fluidigm for case resolutions relevant to Olink Signature Q100.
In charge of updating all cases and solutions relevant to Olink Signature Q100 in SFDC.
Ensure that customers receive the best possible support and service via e.g. meetings, telephone, and e-mail.
Handle customer complaints regarding Olink Signature Q100 and provide appropriate solutions and alternatives in a timely manner.
In charge of updating all cases and solutions relevant to Olink Signature Q100 in SFDC.
Make suggestions for improvements of product and internal processes based on customer feedback.

Qualifications/Skills

The ability to adapt to changing circumstances, new technologies, and evolving scientific knowledge is essential for staying relevant and effective in the field.
The ability to identify, analyze, and solve complex scientific problems efficiently is crucial for a Scientific Support Team.
Effective communication, both written and verbal in English, is essential for conveying scientific information clearly to team members, clients, and stakeholders. Any additional language is a plus.
Working collaboratively with other team members, as well as with external partners or clients, is vital for achieving common scientific goals.
In some cases, the Scientific Support Team may interact directly with clients or end-users, so a customer service mindset is valuable for understanding and addressing their needs effectively.

Travel: Approx. 10-20%, globally