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This Technical Services Representative for Technical Service Residues Lab will provide real time guidance and leadership to team members in areas of work including but not limited to feasibility studies, product performance troubleshooting, and customer conversation with both internal and end user customers.  Works closely with Lab Manager to ensure consistent messaging, priorities, and work direction are conveyed to the team. Jointly responsible for work direction for lab team as directed by Lab Manager.  Personifies characteristics of successful team member in adherence to protocols and customer relationship practices leading by example with attitude and work ethic and exhibits sound decision-making abilities.  Ensures a positive and respective work environment.  Shares noteworthy observations and concerns regarding team members work or behavior with Lab Manager in a timely fashion.  Proactively works with and observes all team members to ensure expertise in protocols for NEOGEN products and continuous improvement in individual proficiencies as related to job requirements.

Essential Duties and Responsibilities:

Leadership

• Assist and mentor junior staff with experimental design and report writing in accordance with departmental goals set by Lab Manager and Technical Service Director.
• Train junior staff members on proper techniques and processes for supporting the Technical Service Residues department.
• Review, edit, and approve reports to be submitted up product trial completion when lab manager is not available.
• Perform general managerial functions when Lab Manager is unavailable.

Laboratory Support

• Trouble shoot samples with Neogen’s test kits, and/or competitive kits, per customer, sales, and other’s request.
• Generates and analyzes data from a variety of laboratory techniques and analytic instrumentation.
• Participate in internal alpha and beta site evaluations.
• Performs validation studies to replicate results and to verify results with industry or scientific literature standards.
• Tabulates and graphs data and prepares technical reports for management.
• Evaluates competitor products to find deficiencies that put Neogen products at an advantage.
• Coordinate kit validations for agencies including FGIS/GIPSA, AOAC, etc.
• Perform tasks essential to maintaining ISO certification

Sales and Customer Support

• Utilizes advanced level of expertise to successfully resolve matrix/protocol and product performance issues for diagnostic kits and components.
• Assists in sales, customer, and new hire training.
• Provide phone and/or on-site technical support regarding kit components and performance.
• Actively uses CRM for all sales related contacts and activities.
• Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance.
• Approximately 10% travel (average).  Could be higher during certain periods.

Education & Experience

• Minimum bachelor’s degree in physical science, chemistry, or related fields
• 2 years' work experience with diagnostics - (rapid methods and traditional)
• OR combination of education or experience accepted.
• Knowledge of food science preferred.
• Advanced degree preferred.
• Experience in a Technical Service role preferred.

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.