Applications Scientist - NGS

Danaher•Raleigh, NC

1d•Onsite

About The Position

This position is part of the Scientific Applications Support team located in the United States of America and will be on-site in Coralville, IA; Boulder CO; or Raleigh, NC. At IDT, we are one global team. We celebrate our differences, engage in healthy debate, and are inclusive. Together, we accomplish great things! In this role, you will have the opportunity to communicate with and support customers to provide pre- and post-sales technical support for a growing NGS product offering. Answer all NGS-related customer inquiries received by phone, email and chat. Troubleshoot product use and applications by using customer provided data and information, as well as IDT sales and manufacturing databases. Use available resources to formulate a timely and informed customer response; reach out to appropriate resources as necessary if the customer concern falls outside range of expertise. Proactively resolve complaints by determining the cause of the problem, selecting and explaining the best solution to solve the problem, and expediting resolution to the customer’s satisfaction. Support other IDT service departments and IDT Sales teams through consultation or escalation of product questions, customer issues, and technical inquiries as needed. Document all incoming and outgoing customer interactions in IDT’s Customer Relationship Management (CRM) database.

Requirements

Bachelor’s degree (in Molecular Biology, Biochemistry, Genetics, Biology, Chemistry, Bioinformatics); Master’s degree or PhD preferred.
Deep expertise in NGS applications with >3 years in the genomics industry preferred.
Ability to analyze data, identify key issues, and proactively solve problems using critical thinking skills.
Effective written and verbal communication skills with message appropriately tailored to audience.
Capable of understanding and articulating complex scientific, interpersonal, regulatory, and business issues.

Nice To Haves

Experience in a customer support or customer-facing role; experience providing technical support to key or strategic partners preferred.
Demonstrated ability to multitask and adjust priorities in a quick paced environment.
Advanced theoretical knowledge of, practical experience, and troubleshooting experience in NGS library preparation and targeted resequencing workflows.

Responsibilities

Communicate with and support customers to provide pre- and post-sales technical support for a growing NGS product offering.
Answer all NGS-related customer inquiries received by phone, email and chat.
Troubleshoot product use and applications by using customer provided data and information, as well as IDT sales and manufacturing databases.
Use available resources to formulate a timely and informed customer response; reach out to appropriate resources as necessary if the customer concern falls outside range of expertise.
Proactively resolve complaints by determining the cause of the problem, selecting and explaining the best solution to solve the problem, and expediting resolution to the customer’s satisfaction.
Support other IDT service departments and IDT Sales teams through consultation or escalation of product questions, customer issues, and technical inquiries as needed.
Document all incoming and outgoing customer interactions in IDT’s Customer Relationship Management (CRM) database.