Total 3 job vacancies by Oxford Nanopore Technologies Singapore Pte. Ltd.

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.

Duties include, but are not limited to....

• 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 products

We'll expect you to have....

• An PhD degree in a relevant field like Molecular Biology, Genetics, Life Sciences etc..
• 3+ years commercial experience 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.

As a Field Applications Scientist (Early Access Support) at Oxford Nanopore Technologies, you will be working within a cross-functional team to provide high-quality technical expertise and representation for our developer and closed Early Access products, with a view to optimize our new product testing and iteration process.

This role requires adept troubleshooting, excellent verbal and written communication, effective time-management, situational awareness, poise under pressure and the ability to work collaboratively. You will be expected to build and maintain strong relationships with customers and colleagues in Services, Global Support, Product Management, Engineering, Sales, Marketing and Quality Control.

Duties include, but are not limited to.…

• Managing developer and early access customer relationships from a technical perspective
• Providing appropriate training and frontline technical support to customers on a variety of application-related work like set-up, optimization, workflow implementation and validation, data analysis etc, with interactions with the R&D, Applications, Technical Services and Global Support Teams as required
• Working with customers in their labs to run the new workflows end-to-end so as to gather good quality feedback on product performance, usability, etc
• Providing scientific and applications feedback to R&D, Product Marketing, and Sales teams to enable efficient iteration of the new products
• Providing strategic and competitive feedback to the marketing, sales and product development teams
• Recording and documenting relevant information from all customer interactions into ONT’s CRM
• Creating and maintaining dashboards to provide management and colleagues easy access to summary level account/assay performance.
• Providing technical consultations on products and related applications as part of the sales cycle
• Participating in the organisation and running of seminars, exhibitions and similar “on-site” activities at key accounts and congresses in the relevant territories
• Participating in training courses in the UK, and helping in the development of training content for use by the Technical Services team
• Onboarding and mentoring junior members of the team
• Frequent travel (up to ~70%) as part of this role
• Any other duties as might be required within the remit and responsibilities of the post

Requirements:

• Bachelor and above degree in a relevant field like Molecular Biology, Genetics, Life Sciences 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. Proficiency with data visualisation and analysis techniques is desirable but not essential.
• Technical competency to understand and clearly discuss fundamental theory and principles of experimental design, techniques and results; to stay current in technical knowledge
• Previous FAS experience in an NGS company
• First-hand experience with Oxford Nanopore Technology and our product line is ideal
• Proven ability of effective written and verbal communication, and listening skills
• An approachable manner that encourages interaction with others and a strong commitment to customer satisfaction
• An ability to effectively manage different priorities, work independently and contribute to the broader regional and technical teams