Technical Solutions Specialist

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

The Field Technical Service Technical Solutions Specialist is a critical role focused on delivering Tier 1 and advanced customer support, troubleshooting, training, special projects and consultation to ensure the successful implementation and use of Neogen solutions. This position bridges technical expertise and customer success, driving satisfaction, retention, and growth.

This is a fully remote position, with the ideal candidate being in MD, NC, SC, RI, VA, or WV. Other locations will be considered on a case by case basis. Candidates must be willing to travel up to 50% within their region, and outside of their region as necessary to assist the Field Technical Service Team.

Essential Duties and Responsibilities:

• Customer Support and Troubleshooting

• Act as the primary technical contact for customers, providing Level I and advanced Act as the primary technical contact for customers, providing Level I and advanced troubleshooting for product use and applications.
• Ensure accurate and effective use of Neogen’s solutions to drive customer satisfaction and loyalty.
• Escalate and de-escalate technical issues as necessary, collaborating with internal teams to resolve complex challenges.

• Training and Implementation

• Provide on-site and virtual training to customers tailored to their specific needs and workflows.
• Ensure clients have all necessary knowledge and tools to successfully implement and maintain Neogen’s solutions.
• Conduct educational sessions and support Sales Representative training to enhance their understanding of technical aspects.

• Collaboration and Communication

• Collaborate with internal teams, including R&D, Marketing, Regulatory, and Quality Assurance, to address customer concerns and share insights.
• Serve as the “voice of the customer” internally, capturing feedback on product performance, features, and potential gaps.
• Support Sales by providing technical expertise during pre-, but especially post-sales engagements and identifying new opportunities for Neogen solutions

• Regulatory and Industry Expertise

• Offer guidance on regulatory requirements and best practices, ensuring customers’ compliance and improved food safety programs.
• Represent Neogen as a subject matter expert at industry events, trade shows, and customer meetings.

• Process and Continuous Improvement

• Contribute to product development and rollout processes by providing early technical insights.
• Advocate for consistent technical workflows and improved internal communication to enhance customer support efficiency.

Skills and Competencies:

Cultural Savvy: Demonstrates and lives One Neogen Pillars of Trust: Openness, Honesty, Credibility, Respect and Service through all actions, behaviors, and communication.

Industry Expertise: Strong understanding of food safety and laboratory applications to align Neogen’s solutions with customer needs.

Customer Focus: Exceptional ability to build relationships, uncover customer insights, and address challenges with a tailored approach.

Adaptability: Skilled at navigating diverse product lines, testing applications, and customer environments with flexibility and precision.

Communication: Effectively communicates technical concepts to diverse audiences, including customers, sales teams, and internal stakeholders.

Decision Making and Problem Solving: Data-driven decision-making to resolve complex technical issues and identify opportunities for innovation.

Driving Performance: Ensures technical excellence and productivity by staying focused on priorities, meeting response and support timelines, proactively solving problems, thinking creatively to address customer challenges, and collaborating effectively by seeking assistance when needed.

Qualifications
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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Education and Experience
• 5+ years of relevant food safety or food quality assurance experience
• 4-year degree in a science discipline.

• Physical Demands
  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Come Be Part Of A Mission that Matters!

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.