【COMPANY OVERVIEW】
Biotechnology company who have been expanding rapidly across America, Europe and APAC. Company have leading technology in gene sequencing and new life science technology.
【ROLE OVERVIEW】
As a Field Applications Scientist you will be engaging with customers daily and delivering system usage training at customer sites, while providing experimental design, data analysis, logistical, and troubleshooting support across your region. You will be a key contact, in conjunction with in house Technical Support, for responding to issues and maintaining relationships with customers. The primary goals of this position are to ensure rapid adoption and maximum customer success with our products.
What you will be doing
Communicate:
Acting as the main point of contact between the customer and company
Keep customers apprised and trained on advancements in our technology and software
Coordinate and perform customer site training and demonstrations
Identify, document and communicate customer issues; complaints or concerns to management
Contribute to white papers and documentation with the goal of expanding support content
Connect:
Scientifically partner with customers as they develop their research utilizing our technologies
Collaborate in scientific discussions with customers, cultivating long term relationships
Create and maintain positive working relationships with customers (Key, is the ability to manage expectations while exceeding the customer’s needs)
Gather and deliver strategic and competitive customer feedback, communicating customer use cases beyond initial product scope to Marketing and Product Development teams
Support:
Troubleshoot issues related to user's technical skills, biochemistry/assay design, experimental design, software and instruments
Interpret customer needs and identify the proper issue escalation pathway within our organisation
Support field sales team at trade shows, seminars and technical symposiums (including presentations and networking with thought leaders)
Handle potentially stressful situations calmly and adroitly
To be successful, you will need:
Extensive experience in molecular biology, biochemistry, genomics or genetics
Demonstrable knowledge and experience with NGS workflows and data analysis software and/or sorting cytometry and associated analysis software
Clear vision of and commitment to providing outstanding customer service
Excellent organizational, analytical, and systematic troubleshooting skills
Strong written and verbal communication skills
Outstanding presentation and training skills
Ability to maintain records for customer sites and provide high level feedback to management
Willingness to travel up to 80%
Full training will be given but it would be advantageous if have:
D. or equivalent experience preferred (e.g. BA/BS with approx.5 years of experience, MS with approx. 3 years of experience) in Chemistry, Biochemistry, Molecular Biology or Genetics
Previous customer facing experience
Familiarity with SFDC software
Hands on proficiency with common molecular biology bench techniques; cell culture experience
Broad knowledge of genomics or biochemistry
Single cell laboratory experience is highly desirable
Ability to work independently and as part of a team towards corporate goals