Responsbility:
- Developing in-depth product knowledge in software and hardware, data analysis, flow cell chemistry and library prep kits
- Providing 2nd-line technical support in resolving issues
- Handling customer feedbacks, analyzing issues, prioritizing their resolution by Product Management
- Rolling-out solutions to the wider technical support teams
- Reviewing customer-facing documentation for clarity and accuracy
- Preparing the support team for the launch of new product
Requirements:
- A PhD degree in a relevant field like Molecular Biology, Genetics, Life Sciences etc..
- 3+ years commercial exporuse in the biotech/biomedical industry
- Prior experience in a field or office-based technical support role
- Prior experience in handling product complaints, doing risk assessments, collecting product feedback; and working with teams like Product Management, Product Development, Quality Assurance etc
- A background of lab experience with knowledge and understanding of genetics, molecular biology, cell biology and related fields. In addition, theoretical knowledge and experience of novel experimental design, sample preparation methodologies, data analysis and biological phenomena interpretation. We would be looking for knowledge and experience on NGS platforms along with experience in presenting, teaching or training other scientists!
- We expect technical competency to understand and clearly discuss fundamental theory and principles of experimental design, techniques and results; to stay current in technical knowledge. Proficiency with data visualization and analysis techniques is desirable but not essential!
- Prior experience in developing and improving processes for product usage and support is desirable, as is an understanding/experience of handling product complaints and managing product quality.
- You should have an approachable manner that encourages interaction with others and a strong commitment to customer satisfaction. You will be an excellent troubleshooter and able to manage different priorities.
