Customer Site Support Specialist

This position is 1st shift. it is located at:

142 Pond Street
Billerica, MA 01821

At Azenta, new ideas, new technologies and new ways of thinking are driving our future. Our customer-focused culture encourages employees to embrace innovation and challenge the status quo with novel thinking and collaborative work relationships. 

Azenta Life Sciences is a global leader in the life sciences space with headquarters in Burlington, MA, and offices and operations worldwide. We are a market leader in automated bio sample management solutions and genomic services across areas such as drug development, clinical and advanced cell therapies for the industry's top pharmaceutical, biotech, academic and healthcare institutions globally.   We provide unparalleled capabilities with our lab analysis, sample management and storage services, informatics software, and consumables, with the largest installed base managing over 1 billion samples globally.

How You’ll Add Value

The Customer Site Support Specialist will be responsible for performing all aspects of sample management at assigned location including some laboratory tasks.  May become designated trainer to assist with onboarding and training of customer site and remote staff.  May be required to perform routine freezer maintenance tasks. Additional job specifics will be outlined for each client/location based upon contracted services. The Customer Site Support Specialist will work at an Azenta facility when not on assignment at a customer facility.

What You’ll Do

Manage all aspects of Sample Management BioBank, consumables, supplies and general inventory. Manage sample processing requests from customers to include package receipt, in-bound shipments, data entry, sample accessioning, sample labeling, assignment of storage and processing of discard requests via inventory program or manually created and unscheduled shipments Perform simple laboratory tasks including aliquoting, DNA extraction, and media preparation. Facilitate resolution of query requests. Perform or facilitate the creation of client specific SOPs, Project Definitions and other customer documents. Perform required freezer preventative maintenance. Initiate communication with multiple contacts within customer site to maintain or cultivate relationships and gather intelligence about customers' needs and problems. Proactively manage and drive the resolution of client issues while promoting continuous process improvement. Ensure adherence to all quality and safety policies and SOPs as well as assigned location safety policies. Perform routine and non-routine quality checks as directed. Understand the scope of the project and support execution of on-site implementation project plan from beginning to end as instructed. Be willing to drive results within control but escalate issues when needed. Thoroughly train on-site manager, on-site coordinator, on-site technicians on all processes and procedures for a smooth transition.

What You Will Bring

• Bachelor’s Degree + 1 year demonstrated proficiency in a sample management related position
• OR Associate Degree + 2 years demonstrated proficiency in a sample management related position
• OR HS Diploma + 4 years demonstrated proficiency in a sample management related position
• Previous experience handling biological specimens.
• Customer Service background.
• Experience with Microsoft Office (Word, Excel, Outlook) and email.
• Life Sciences Degree, preferred
• GMP/GTP/CLIA Experience, preferred
• Willingness to travel for months at a time if needed.
• Willingness to travel on short, sometimes less than 3 days, notice.
• Critical thinking and problem-solving skills.
• Planning and organizing.
• Decision-making.
• Communication skills.
• Good written and verbal communication.
• Have demonstrated ability to talk to customers, managers, technical personnel with credibility.
• Demonstrated leadership skills; able to work across organizational lines.
• Demonstrated ability to maintain confidentiality and make good judgment about what to reveal to customers.
• Demonstrated high level of initiative and ability to work independently.

Physical Requirements

• Reaching, lifting, bending
• Ability to lift 50 lbs.
• Extended periods of standing or sitting
• Right- and left-hand finger dexterity
• Ability to discern colors or use of color correction glasses
• Ability to work with refrigerants (e.g., dry ice and LNs) using proper PPE

Your Working Conditions: 

• Employee will be working in an area with potentially infectious materials. Employee will be responsible for maintaining a clean work environment and enforce and follow Universal Precautions for bloodborne pathogens when working in an area considered to be potentially contaminated.
• Travel, including international travel, is required

EOE  M/F/Disabled/VET