Technical Support Specialist

GenDx, experts in transplant diagnostics

GenDx is a global leader in molecular diagnostic laboratory solutions for high resolution tissue typing of both donors and patients and monitoring transplant success. We combine our cutting-edge software solutions, reagents for DNA sequencing-based HLA typing, and Chimerism monitoring strategies with our excellent customer support including a comprehensive education program. Our products are sold all over the world through direct sales and distributors. The GenDx office is based at Utrecht Science Park in The Netherlands, and we have an office in Chicago, IL, USA. Since 2022, GenDx is 100% owned by French entity Eurobio Scientific SA.

With a highly educated and motivated team of about 100 colleagues, we contribute to the quality of life of transplant patients. Do you want to be part of an innovative company that offers ample time for development. To strengthen our team, we offer a challenging position for a knowledge-focused Technical Support Specialist, to provide customers with support and education by means of smooth and effective communication.

As Technical Support Specialist at GenDx, you are committed to help improve the quality of life and survival of transplant patients by providing excellent support to customers.

You have an extensive knowledge of molecular biology, hands on experience and a solid technical background when it comes to DNA analysis techniques such as (quantitative real-time) PCR, DNA sequencing, and related analysis software. as a Technical Support Specialist you empathize with customers that are using our products to resolve specific technical issues. To give our customers and their patients the best possible support, you collect and organize relevant information to answer technical questions via email, phone or through online meetings.  Naturally, you are an enthusiastic and driven person, who enjoys solving complex issues and explain challenging topics through clear communication. In that capacity, you will collaborate closely with cross-functional teams, including R&D, Sales, Portfolio and Education, to communicate customers’ needs and drive continuous improvement initiatives.

Responsibilities

• Answering customers’ questions.
• Efficiently resolving customers’ technical issues.
• Registration of customers’ inquiries and complaints using a Customer Relationship Management System (Salesforce)
• Collaborate with multiple teams within GenDx to ensure solutions evolve in line with customer needs and expectations.
• Providing (online) education activities for our customers together with the Education team.
• Working according to ISO 13485 standards.