We are looking for a highly motivated individual to join the Technical Support team as a Technical Applications Scientist. For this role, experience using Oxford Nanopore sequencing technology is strongly preferred.
This exciting and challenging role involves working within a cross-functional team to provide high-quality technical expertise, training and scientific support for Oxford Nanopore products to our highly valued customers. You will work with customers to support the effective application of our products in their projects.
Reporting to the Technical Services Manager ANZ, you will collaborate with internal and field-based
teams to assist customers in product installation, experimental design, data
analysis, and the implementation and validation of workflows.
This role is primarily remote and office/home-based, working closely with customers across Australia and New Zealand, with occasional travel for internal meetings, customer visits, conferences and training activities.
Duties
Other responsibilities include:
- Providing phone, live chat and remote first-line applications support, delivering timely and accurate technical guidance across all aspects of the nanopore sequencing workflow, including sample preparation, sequencing and data analysis
- Troubleshooting customer issues, identifying root causes, understanding customer needs and recommending effective solutions using Oxford Nanopore products and workflows
- Delivering remote technical onboarding training to customers
- Working with the regional Field Applications Scientists and Field Service Engineering teams to provide support to strategic customer accounts
- Collaborating with global support to investigate and resolve complex customer issues
- Recording and documenting all relevant information from customers and prospective customers into the CRM
- Participating in internal initiatives and cross-functional projects that support continuous improvement of customer support processes, products and services
- Contribute to internal knowledge bases and troubleshooting resources
- Attending conferences, workshops and customer-facing events as required
- Ability to travel domestically and internationally as required (<10%)
Qualifications and experience:
BSc (Hons), MSc or PhD in a life sciences discipline, with laboratory experience and a strong understanding of molecular biology, genetics and genomics
- Hands-on experience in experimental design, sample preparation methodologies and data analysis, preferably with Oxford Nanopore products
- Experience working in a customer-facing, technical support or scientific applications role would be a plus
Knowledge/skills/abilities:
- Ability to communicate complex scientific concepts to users with varying levels of technical expertise
- Strong analytical and problem-solving skills with the ability to diagnose complex technical and workflow issues
- Excellent written and verbal communication skills
- Strong commitment to customer service and satisfaction
Ability to consistently multitask and prioritise customer needs accordingly
Demonstrated willingness to continually learn new applications, workflows and technologies in a rapidly evolving field
Ability to work effectively within cross-functional teams and collaborate with colleagues across multiple functions and locations
- Proficiency in using CRM and case management tools to document customer interactions, issues and resolutions
- Working knowledge of Linux environments and basic command-line operations, with familiarity in sequencing data analysis workflows and Oxford Nanopore software tools
- Ability to travel domestically and internationally as required (<10%)
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About Us
Oxford Nanopore Technologies: Our goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation of nanopore-based sensing technology for faster, information rich, accessible and affordable molecular analysis. The first application is DNA/RNA sequencing, and the technology is in development for the analysis of other types of molecules including proteins. The technology is used to understand and characterise the biology of humans and diseases such as cancer, plants, animals, bacteria, viruses, and whole environments. With a thriving culture of ambition and strong innovation goals, Oxford Nanopore is a UK headquartered company with global operations and customers in more than 125 countries.
