Technical Customer Experience Specialist

Technical Customer Experience Specialist Location: St.

Cloud, MN Supporting customers at the intersection of science, quality, and service At Microbiologics, we support the accuracy and reliability of diagnostic testing worldwide.

Our customers rely on us not only for high-quality products, but for trusted technical guidance, responsive service, and dependable execution.

As our global customer base grows, were expanding our Customer Experience team and looking for a Technical Customer Experience Specialist to help deliver exceptional support across scientific, operational, and quality-driven interactions.

This role blends scientific knowledge, technical problem-solving, and customer experience.

Its ideal for someone who enjoys translating complex information into clear guidance, collaborating across teams, and ensuring customers feel supported at every stage of their journey.

Why This Role Matters This role is central to how customers experience Microbiologics.

As a Technical Customer Experience Specialist, you will: Serve as a trusted technical and operational partner to customersSupport product questions, investigations, and quality-related activities in a regulated environmentEnsure accurate order processing, documentation, and follow-throughAct as a connector between customers and internal scientific, quality, and operational teams Your work directly impacts customer trust, product quality, and long-term relationships.

What Youll Do Customer & Technical Support Respond promptly and professionally to domestic and international customer inquiries via phone and emailProvide technical guidance on Microbiologics products using product inserts, technical literature, and regulatory standards (e.g., CLSI, USP, AOAC, ISO)Document, track, and support customer complaints and product investigations, including laboratory testing when required Order Management & Operational Support Process and support customer orders across multiple channels (email, website, ERP, EDI), including availability checks, invoicing, credits, and billing resolutionMaintain accurate records of customer interactions, feedback, and transactions Quality & Compliance Collaboration Support quality-related activities including product quarantine, halt disposition, and recall coordinationAssist with compliance and regulatory tasks such as export documentation and user acceptance testing (UAT) for system updates Cross-Functional Partnership Work closely with Technical Support, Quality, Operations, Finance, IT, and Marketing to resolve issues and improve customer outcomesContribute to training, knowledge sharing, and continuous improvement initiatives Who Thrives Here This role is a strong fit for someone who: Enjoys working at the intersection of science and customer serviceIs comfortable explaining technical information to diverse audiencesValues accuracy, documentation, and complianceRemains calm, professional, and solution-oriented when handling complex or time-sensitive issuesTakes...