ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. Receive, troubleshoot, and investigate hardware, software, and tier 1 reagent complaints, inquires, resolving issues or triaging to the appropriate resource to achieve resolution.
2. Provide remote technical support to customers.
3. Contribute to the Knowledge Management database with the use, creation, and editing of articles.
4. Exercise independent judgement to manage customer complaints and inquiries of diverse scope and complexity.
5. Perform data analysis in support of product investigations .
6. Coordinate with other departments (including Field Service, Sales, Product Managers, QA and R&D) for customer management and issue resolution.
7. Provide voice of customers in product design, implementation and development areas.
8. Represent the team on customer calls, sales meetings, providing technical presentations and demos.
9. Participate in the development of training programs for field specialists and new users.
10. Stay current in knowledge of company products.
11. Other duties as assigned.

REQUIREMENTS & QUALIFICATIONS:
1. Requires a BS in a Biological or Life Science or similar discipline.
2. 2-3+ years related experience or an equivalent combination of education and related work experience.
3. Experience using medical related products is preferred.
4. Practical experience in a research or clinical laboratory.
5. Knowledge of laboratory processes and procedures.
6. Experience working independently in a fast-paced environment with exhibited ability to adjust to rapidly changing priorities.
7. Customer-facing work experience preferred.
8. Be able to help support customers in US, Europe and ANZ.

Cytek is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, ***, gender identity, sexual orientation, national origin, genetic information, disability status, veteran status, or any other characteristic protected by law.