Career Number: 720May21_CP1

Career Title: Product Support Specialist

Location: Cupertino, CA

 MAIN DUTIES AND RESPONSIBILITIES:

  • Product Support/Customer Service
    • Receive and process inquires from customers; analyze and resolve customer problems
    • Provide information on the use of the ALZET and iPRECIO product lines to customers
    • Identify and distribute product information according to customer needs
    • Act as a product resource to our international distributors
    • Manage product information resources, including database of scientific references, bibliographies, and tables
    • Provide periodic back up for Customer Service by taking, checking, and processing product orders
  • Data Entry
    • Accurately collect and enter customer contact information into SalesLogix CRM database
    • Read scientific publications and enter relevant product information into EndNote reference database
  • Marketing
    • Assist in the generation of technical and promotional product literature (i.e., newsletters, fact sheets, etc.)
    • Participate in and contribute to the implementation of ALZET product training workshops
    • Represent DURECT at tradeshows, conferences and events
    • Perform ad hoc marketing projects

JOB SPECIFICATIONS:

Knowledge/Education

  • BA/BS Degree in Science Related Field 

Job Experience

  • 6 months to 2 years of experience in scientific laboratory environment
  • 6 months to 2 years of Life Science product support or customer service experience

 Skills/Competencies

  • Excellent communication skills with the ability to speak and write with clarity and structure
  • Goal and detail oriented with excellent follow through on actions and tasks
  • Highly driven, independent worker with a strong motivation to succeed.
  • Demonstrated customer service and organizational skills
  • Demonstrated knowledge and working understanding of life science research, including scientific method
  • Ability to perform insightful and resourceful problem solving
  • Proficient with Microsoft Word, Excel, and PowerPoint. Knowledge of reference databases (i.e., EndNote) a plus
  • Have an understanding of confidentiality
  • Fluency in languages other than English a plus

 Essential Job Functions

  • Ability to use both hands for extended periods of time while performing regular tasks including typing and writing
  • Ability to lift, move and handle materials weighing up to 25 lbs unassisted. Ability to reach overhead.
  • Ability to speak and hear clearly, particularly on the phone or headset

 Working Conditions

  • 95% of work is performed in a typical office environment.
  • Willingness to travel as needed (5-10%)