We are looking for a highly motivated and driven individual to join the Technical Services team, as a Technical Applications Scientist, to be based in Singapore or Melbourne. This role will suit someone with a strong dedication to customer service and satisfaction.
This exciting and challenging role involves working within a cross-functional team to provide high-quality technical expertise, training and representation for Oxford Nanopore products. You will work to strengthen relationships with customers and support the effective application of our products in their projects.
You will collaborate with internal teams to assist customers in experimental design, product installation and application, data analysis, and the implementation and validation of workflows.
Duties
Duties include but are not limited to:
- Providing phone, live chat, and remote front-line/first level applications support to customers (including Channel Partners and Service Providers) on all aspects of the nanopore sequencing workflow for example, sample prep and sequencing, data analysis via multiple channels used
- Providing high quality technical expertise to customers
- Troubleshooting, learning and implementing new methods of identifying customer problems, uncovering their needs and suggesting working solutions based on our products
- Working with the regional Field Applications and Field Service Engineer team to provide support to strategic customer accounts
- Working with regional Technical Trainer to coordinate and deliver technical training
- Recording and documenting all relevant information from customers and prospective customers into the CRM
- Assisting in in-person customer support related activities (when needed)
- Attending conferences (when needed)
- Participate in internal projects (when needed)
Qualifications/education
- MSc or PhD degree in Life Sciences.
Experience
- A background of lab experience with knowledge and good understanding of genetics, molecular biology, cell biology and related fields.
- Knowledge and experience on NGS platforms would be desirable
- Theoretical knowledge and experience of novel experimental design, sample preparation methodologies and data analysis
Knowledge/skills/abilities
- Technical competency to understand and clearly discuss fundamental theories and principles of experimental design, techniques and results
- Ability to troubleshoot and to provide information back to customers
- Flexibility to work shift hours (especially during ANZ time zone)
- Fluency in English language (written and verbal), other languages ability is a plus
- Strong interpersonal skills with an ability to effectively adapt communication style depending on the audience
- Strong commitment to customer service and satisfaction.
- Ability to consistently multi-task and prioritises customers needs accordingly
- Able to utilize tools provided by the business, for recording customers issues and enquiries
- Experience in supporting customer via phone, live chat, and email (through Sales Force) will be held in high regards
- Proficiency with data visualization and analysis techniques is desirable but not essential.
Other requirements
- ability to provide customer engagenment and support in a professional, helpful, courteous, and posisvie manner to ensure a high standard of service.
- highly driven with a strong motivation to succeed
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About UsOxford 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.
