Customer Application Scientist

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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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