Who we are

Olink, part of Thermo Fisher Scientific, is transforming the understanding of human diseases through advanced proteomics. We are driven by a commitment to innovation, quality, and transparency, providing exceptional solutions and support for human protein biomarker discovery. 

For many years, the critical role of proteins in human biology has been recognized, but technological constraints limited comprehensive research into their potential across various biological processes and diseases. With our innovative Olink solutions, scientists can now measure thousands of human proteins simultaneously using just a few microliters of blood. Our highly specific and validated assays cover a wide dynamic range, empowering groundbreaking research. 

Our services include flexible protein biomarker solutions, with a robust library of thoroughly validated assays covering ~5000 proteins. As we expand globally, we continue to play a pivotal role in shaping the future of scientific discovery. To learn more, visit www.olink.com. 

Position Description

The Scientific Support Team consists of a strong core team spread globally. We have an exciting and critical position – working as the sole support team for our Q100 instrument and automation platforms – combining customer facing activities with various internal collaborations to meet our goal of maintaining Olink’s high customer satisfaction. The team is now growing, and the needs to support our Olink Signature Q100, a user-friendly desktop instrument for running Olink multiplex platform, as well as highplex automation application solutions, we are looking for a new key member for this position in the company.

We believe that a successful candidate enjoys working in a dynamic environment with strong customer focus. You enjoy facing new challenges and solving complex problems, both independently and in collaboration with your team members. As a person, you are approachable and positive with excellent interpersonal and communication skills. You are comfortable with taking the initiative and can prioritize your work. If you appreciate working in an energetic and enthusiastic team and would like to contribute to a new era in biomarker research, this position is a perfect fit for you.

Primary Responsibilities

• Provide advanced technical support to customers for Olink Signature Q100 and automation solutions.
• Troubleshoot instrument operations, software, and workflow challenges to ensure seamless performance.
• Serve as the main point of contact for case resolutions related to Olink Signature Q100 in collaboration with Standard BioTools.
• Assist customers with workflow implementation and automation protocol modifications.
• Manage customer service agreements, including renewal quotes and entitlement tracking (e.g., preventive maintenance).
• Track and document customer inquiries and solutions in Olink’s ticketing system.
• Collaborate with cross-functional teams, including Field Application Scientists, Product Management, and Technical Support, to optimize customer support.
• Provide feedback on product improvements and internal support processes based on customer insights.
• Ensure high customer satisfaction through regular communication via meetings, calls, and emails.
• Support the integration of new automation instruments compatible with Olink workflows.
• Handle customer complaints effectively and in a timely manner.

Qualifications

• Degree in a related scientific field (e.g., Biology, Biotechnology, Biochemistry).
• Minimum of two years of experience in instrument support or laboratory automation.
• Hands-on experience with automation platforms (e.g., Agilent, Tecan, Beckman).
• Experience with Standard BioTools instruments (IFC Controller, Juno, Biomark HD) is an advantage.
• Strong problem-solving skills with a customer-focused mindset.
• Experience in assay design, optimization, and troubleshooting.
• Background in Next-Generation Sequencing (NGS) or Olink technology is a plus.
• Excellent communication skills in English and Chinese/Mandarin (additional languages are beneficial).
• Willingness to travel up to 40% globally with a focus on China.

If you want to help to deepen the understanding of real-time human biology and are looking for an exciting new challenge, we encourage you to apply!