Are you a molecular biology specialist with a passion for science?
We are currently seeking a Field Applications Specialist to provide on-site applications support for Molecular Biology and Clinical Laboratories customers by aiding with instrument installations, customer training, and troubleshooting support. This role provides customer guidance to facilitate site preparation and coordinates resources for efficient installation of systems and workflow. You will partner with sales colleagues to plan and execute pre-sales support, including conducting technical seminars. You will also respond to customer or in-house requests for information and assistance.
This position will be dedicated to supporting core instruments and chemistries in the field, which will include instrument installations and customer training, on-site troubleshooting, demos, and other pre- and post-sale technical support in the assigned territory.
Provide application assistance, product training and system troubleshooting for diagnostics scientific product lines via phone, email and on-site visits
Act as primary contact for customers regarding technical issues, as well as provide scientific consultation for research use only. Ensure customer service excellence and guaranteed response times by actively monitoring support emails, phone calls, and ensuring all issues are resolved in a timely and comprehensive manner
Log, track, and identify frequently occurring, high impact support issues and communicate through appropriate channels for resolution using the CRM database
Collaborate with Sales to conduct pre-sales seminars and other activities to drive new reagent and instrument sales.
Coordinate logistics and scheduling of installation and/or training for customers
Conduct initial workflow, software, and/or hardware training for customers
Provide additional training and support of additional applications to ensure successful integration into customer’s workflow
Leverage knowledge and experience in territory to anticipate, identify, and support technical issues for installed customer base
Coordinate troubleshooting efforts with in-house Support and Service Engineers to ensure timely problem resolution
Provide feedback from customers and act as customer advocate
Collaborate with Sales, Support, Service, and Contract Management as required to achieve a satisfied customer base.
Maintain total commitment to Quality Systems policies and procedures through daily activities and satisfactory completion of all required training
Maintain current knowledge of Sequencing and Life Science products and technology developments
Promote and assure effective communication between all Sales and Service personnel
Actively participate in team meetings with Suppliers and Customers.
Key Capabilities Required
Bachelor’s degree in biological sciences or equivalent. PhD or master’s degree in molecular biology or a related field highly desirable.
Extensive practical/lab experience, and some experience technical sales or field-based customer support functions ideally.
Comprehensive technical knowledge and understanding of molecular biology, including DNA/RNA purification, PCR, cloning, and sequencing.
Excellent communication skills and commitment to customer satisfaction.
Technical training and/or robotic programming experience highly desirable.
Experience with CRM software (particularly Salesforce.com) highly desirable.
Deep knowledge of wet lab molecular biology and genomics workflows is a must. Some familiarity with NGS applications would be helpful.
A customer-facing personality, including the ability to build positive relationships and engage in scientific discussions with customers.
Ability to effectively troubleshoot and solve customers’ technical problems by phone, email, webinar, and in-person.
Organized and able to work independently as well as on a team.
Ability to travel overnight (mostly domestic) an average of 20-30% of the month.
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