AddressWe are looking for a highly motivated and driven individual to join the Technical Services team, as a Technical Applications Scientist, to be based in Melbourne, Australia. This role will suit someone with a strong dedication to customer service and satisfaction.
Oxford Nanopore Technologies is headquartered at the Oxford Science Park outside Oxford, UK, with satellite offices and a commercial presence in many global locations across the US, APAC and Europe.
Oxford Nanopore employs from multiple subject areas including nanopore science, molecular biology and applications, informatics, engineering, electronics, manufacturing and commercialization. The management team, led by CEO Dr Gordon Sanghera, has a track record of delivering pioneering technologies to the market.
Oxford Nanopore's sequencing platform is the only technology that offers real-time analysis, in fully scalable formats from pocket to population scale, that can analyze native DNA or RNA and sequence any length of fragment to achieve short to ultra-long read lengths. Our goal is to enable the analysis of any living thing, by anyone, anywhere!
Duties...
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 customers to ensure the application of our products to their projects.
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 include, but are not limited to....
- Providing remote front-line/first level applications support to customers (including channel partners) 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
- Coordinating and delivering training
- Working with the regional Field Applications team 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 Services members
- Assisting in in-person customer support related activities (when needed)
- Attending conferences and Nanopore Days (when needed)
We'll expect you to have....
- An MSc or PhD degree in Life Sciences.
- A background of 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 analysts and biological phenomena interpretation.
- Knowledge and experience on NGS platforms along with experience in presenting, teaching or training others.
- Technical proficiency to understand and clearly discuss fundamental theory and principles of experimental design, techniques and results; to stay current in technical knowledge.
- Ability to troubleshoot and to provide information back to customers in a helpful, courteous, positive and professional manner
- Strong interpersonal skills with an ability to effectively communicate in writing and conversation
- Strong commitment to customer service and satisfaction.
- Ability to manage many priorities at one time
- Experience in supporting customer via email (through sales force) or live chat will be held in high regards
- Proficiency with data visualization and analysis techniques is desirable but not essential.
- Possibility of the flexibility to work during NZ time zone
Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.
