Product Support Scientist Europe

3 weeks ago

Oxfordshire, United Kingdom Oxford Nanopore Technologies Full time

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's sequencing platform is the only technology that offers real-time analysis, in fully scalable formats from pocket to population scale, that can analyse native DNA or RNA and sequence any length of fragment to achieve short to ultra-long readlengths. Our goal is to enable the analysis of any living thing, by anyone, anywhere
We are looking for highly motivated and driven individuals to join the Global Support team, as a Product Support Scientist covering the EMEA region. This role will suit someone with a strong genomics and technical background, and a dedication to customer serviceand satisfaction. The role is to be based in Oxford, France, Germany, Denmark or Netherlands.
This role provides second-level technical support primarily to the technical Services team. The role requires resolving raised complaint cases on a variety of ONT products; diagnosing and troubleshooting complex end-to-end solutions from library prep to dataanalysis; working closely with internal teams and partners to bring forth customer focused feedback and improvements to products; triggering of Quality investigations; acting as a technical resource centre for the front-line support teams; and assisting withthe roll-out of new products.
Duties include, but are not limited to....
- Developing in-depth product knowledge in key specialisation areas - software and hardware, data analysis, flow cell chemistry and library prep kits
- Handling raised product complaints, analysing issues, prioritising their resolution by Product Management and other internal teams, and rolling-out solutions to the wider technical support teams when available
- Distilling customer feedback of products/services gathered by the support team, and working with Product Management to prioritise improvements in product design
- Reviewing customer-facing documentation for clarity and accuracy
- Preparing the support team for the launch of new products
We'll expect you to have....
- An MSC/PhD degree in a relevant field like Molecular Biology, Genetics, Life Sciences etc..
- 4+ years' commercial experience in the biotech/biomedical industry
- Prior experience in a field or office-based technical support role
- Prior experience in handling product complaints, doing risk assessments, collecting product feedback; and working with teams like Product Management, Product Development, Quality Assurance etc
- 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 analysisand biological phenomena interpretation. We would be looking for knowledge and experience on NGS platforms along with experience in presenting, teaching or training other scientists
- We expect technical competency to understand and clearly discuss fundamental theory and principles of experimental design, techniques and results; to stay current in technical knowledge. Proficiency with data visualisation and analysis techniques is desirablebut not essential
- Prior experience in developing and improving processes for product usage and support is desirable, as is an understanding/experience of handling product complaints and managing product quality.
- You should have an approachable manner that encourages interaction with others and a strong commitment to customer satisfaction. You will be an excellent troubleshooter and able to manage different priorities.
We offer outstanding benefits to include an attractive bonus, generous pension contributions, private healthcare and an excellent starting salary. Based within beautiful, landscaped surroundings with tree-lined walks, water features and a lake, all of whichmake for a wonderful working environment.
LI-RS1

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