Field Technical Service Representative - Bilingual

It's fun to work in a company where people truly believe in what they are doing!

Neogen is looking to hire a Bilingual Field Technical Service Representative who resides in the Midwest of the United States. As a member of the Field Technical Service Team, you will be involved in providing technical support to customers and sales representatives. Technical support involves technical demonstration, product installation and training, post-sale customer experience, and troubleshooting.

Principle responsibilities

• Troubleshoot products, provide technical expertise, customer service and assistance to external customers
• Collaborates with other functions to ensure customer requests are fulfilled
• Provides effective communication to customers through the use of email and phone
• Appropriately routes calls to other departments (ex. customer service, service center)
• Perform follow up calls as required to external customers in a professional manner
• Escalates customer issues to management
• Participates in all reasonable work activities as assigned and deemed appropriate by management

Basic qualifications

• 4-year degree in chemistry, biology, food science or related field
• 2 years of experience with food safety and quality systems and/or microbiology or analytical lab environment
• Excellent communication skills
• Ability to learn new technologies / processes
• Willing to travel (domestic) 50% of time
• Bilingual (English and Spanish)

Preferred qualifications

• Post-graduate degree in chemistry, biology, food science or related field
• 5 years of experience with food safety and quality systems and/or microbiology or analytical lab environment
• Experience with diagnostics tests for the food industry
• Customer service experience or sales experience

Preferred Location: Midwest (Illinois, Michigan, Wisconsin)

Why You Matter

As a key member of the technical team, the Field Technical Service Representative will be responsible for providing best-in-class technical support to customers. You will play a pivotal role in supporting food industry professionals in their efforts to maintain the highest standards of safety and quality. Your responsibilities will encompass providing technical expertise, training, and troubleshooting support to our customers, empowering them to enhance the safety and quality of their food products.

What You’ll Do

• Customer Support: Serve as a primary point of contact for our food industry customer, offering exceptional technical support and guidance. Address inquiries, resolve technical issues, and provide insights into optimizing the use of our diagnostic tests. Understand the operational impacts of quality and food safety systems, quality metrics, and other KPIs to food production and manufacturing.

• Product Expertise: Develop and maintain an extensive knowledge of our diagnostic test products, including their features, applications, and technical specifications.

• Training and Education: Conduct comprehensive training sessions, workshops, and product demonstrations for customers and internal teams, ensuring they have a practical understanding of our diagnostic solutions.

• Troubleshooting Expertise: Identify and resolve technical challenges and issues related to the implementation and utilization of our diagnostic tests. This may include on-site visits when necessary.

• Documentation: Maintain detailed and organized records of customer interactions, technical problems, and resolutions to facilitate efficient issue tracking and resolution. Record business activity and process in CRM environment (Salesforce).

• Collaboration: Collaborate closely with cross-functional teams, including sales, marketing, research and development, and quality assurance to relay customer feedback and contribute to product improvement initiatives.

• Quality Assurance: Participate in quality control processes by engaging in product testing and validation activities, ensuring the accuracy and reliability of our diagnostic tests.

• Continuous Learning: Stay current with industry trends, advancements in diagnostic technology, and relevant regulatory requirements to provide up-to-date and effective technical support.

Qualification overview: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must have and maintain a valid license to drive at all times.

Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills: To perform this job successfully, an individual should have knowledge of Microsoft Excel, Microsoft Word and Microsoft PowerPoint.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests.

Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.

Strategic Thinking - Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.

Judgement - Includes appropriate people in decision-making process; Asks for and offers help when needed.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Develops realistic action plans.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Accepts responsibility for own actions; Follows through on commitments.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Education – Basic qualification: 4-year degree in chemistry, biology, food science or related field. Preferred qualification: advanced degree in chemistry, biology, food science or related field.

From inside the farm gate to our dinner plates, Neogen protects the world’s food supply. Through a variety of animal healthcare products, to food safety solutions for dangerous bacteria, allergens, toxins, drug residues and much more, Neogen is there — and you can be too.