Customer Application Scientist
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
The Customer Application Support is responsible for support and training of Diagnostics products in a manner that meets or exceeds customer satisfaction and quality expectations. The Application Scientist will train and support customers on the full end-to-end customer solutions including both instrumentation and reagents. The successful candidate will provide technical feedback to product development, be responsible for training customers, be able to troubleshoot customer’s issues both onsite and remotely, and open F1 complaints when required for investigation by manufacturing.
Troubleshooting, resolving, and testing technical issues for products assigned by the Team Leader
Dispatching field engineers when appropriate
Creating appropriate documentation for all work performed
Engaging Customer Service to assist with technical reviews of equipment orders
Transitioning knowledge to other team members through documentation and communication
Understanding and communicating product descriptions and customer specific workflows for products supported to product management
Conducting customer training sessions for products assigned by the Team Leader
Producing and maintaining customer training material
Assisting in the creation of technical support standards and improvements that increase efficiency and improve turnaround times and customer satisfaction
Assisting in special projects such as optimization and configuration of new instrumentation for individual assays
Proactively communicating status of special projects and unresolved issues to the Team Leader
Transferring application knowledge to the regions
Training new and current employees in procedures and policies such as SFDC
Delivering on deadlines, proactively providing status reports, and managing tasks from inception through completion with consistent supervisory guidance
30% Domestic travel required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job at any time.
Qualifications
Bachelor’s degree in STEM discipline and 2+ years’ experience in a technical, customer facing role
OR Medical Technologist certificate and 2+ years of experience in a diagnostic laboratory
Requirements
Demonstrates ability to work in a team environment with shared goals and responsibilities
Ability to provide clear and structured written documentation
Ability to perform moderate and/or highly complex analytical processes without direct supervision
Excellent group interaction skills and negotiating skills
Demonstrated ability to handle multiple tasks with different priorities
Excellent presentation skills in front of internal teams, customers, and large audience (during conferences, webinars, etc.)
Ability and willingness for domestic travel at least 50% of the time
Benefits
Medical, Dental, and Vision Insurance Options
Life and Disability Insurance
Paid Time-Off
Parental Benefits
Compassionate Care Leave
401k with Company Match
Employee Stock Purchase Plan
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