Job Summary

We are looking for a highly motivated and driven individual to join the Technical Services team, as a Technical Applications Scientist. This role will suit someone with a strong dedication to customer service and satisfaction.

Key Responsibilities

This exciting and challenging role involves working within a cross-functional team to provide high-quality technical expertise, training and representation for ONT products. You will work to strengthen the company’s relationship with scientists to ensure the application of our products to their research.

You will assist customers in experimental design, product installation, use of wet and dry lab products, data analysis, and workflow implementation and validation, in collaboration with other internal teams!

Duties

Duties include, but are not limited to.…

• Providing front-line applications support to customers on all aspects of the nanopore sequencing workflow for example, sample prep and sequencing
• 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
• Coordinating and delivering training
• Working with the regional Field Applications teams to provide support to strategic customer accounts
• Supporting the onboarding, certification and maintenance of Service Provider Accounts
• Recording and documenting all relevant information from customers and prospective customers into the CRM
• Onboarding and Mentoring junior Technical Support Scientists
• Attending conferences and Nanopore Days (up to 20% travel will be required)

Essential Requirements

• An MSc or PhD degree in Life Sciences.
• A background of the wet 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.
• Experience of using capillary sequencing or NGS
• Business level English in both speaking and writing.
• Native level Japanese in both speaking and email writing.
• Technical competency to understand and clearly discuss fundamental theory and principles of experimental design, techniques and results; to stay current in technical knowledge.
• IT skills: basic command line in Linux OS
• An approachable manner that encourages interaction with others and a strong commitment to customer satisfaction.
• An excellent trouble shooter and able to manage different priorities

Desirable Person Specification

• 3+ year work experience in the life science industries.
• 1+ year PostDoc
• Customer support experience
• Knowledge and experience on NGS platforms along with experience in presenting, teaching or training other scientists
• Use of the CRM system
• Proficiency with data visualization and analysis techniques
• Fluent business communication skills with customers in Japan
• Time management skills

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