Senior Technical Applications Scientist

As a Technical Applications Scientist at Oxford Nanopore Technologies, you will be working within a cross-functional team to provide high-quality technical expertise and representation for our products and ensure the successful application of the products to our customers’ research in both pre- and post-sales contexts, to support sales order and revenue growth.
This role requires adept troubleshooting, excellent verbal and written communication, effective time-management, situational awareness, poise under pressure and the ability to work collaboratively. You will be expected to build and maintain strong relationships with customers and colleagues in Services, Channel partners, Global Support, Product Management, Engineering, Sales, Marketing and Quality Control.

Duties

Duties include, but are not limited to:
• Provide frontline technical support to customers on all aspects of the nanopore workflow like set-up, optimization, workflow implementation and validation, data analysis etc, with interactions with the FAS (Field Applications Scientist), FSE (Field Service Engineer) and Global Support Teams as required
• Evaluate, prioritize and answer incoming email, phone, chat and in-person requests for the assistance of internal and external customers
• Troubleshoot complex problems, both independently and in consultation with the FAS/FSE/BI/Global Support teams
• Escalate issues and feedback relevant product-related information to the internal teams for further analysis
• Triage and dispatch issues requiring field support to colleagues in the FSE (Field Service Engineer) and FAS teams
• Record and document all customer interactions in ONT’s CRM system
• Setup, manage and be accountable for laboratory operations and offerings (TBC)
• Deliver workshops, webinars and other training/certification services offered by Oxford Nanopore Technologies Ltd when required in collaboration with the FAS team
• Maintain and nurture the Nanopore community, making sure all relevant and most up to date information are always provided to the users
• Maintain the Nanopore Learning and FAQ portals within the Nanopore community
• Work collaboratively with senior team members, and other departments as needed, to meet and exceed customer expectations
• Lead technical evaluation during channel partner selection process
• Organize channel partner technical training and on-boarding
• Manage and monitor channel partner technical service and support performance including QBR’s
• Any other duties as might be required within the remit and responsibilities of the post.

We’ll expect you to have….

• Phd, MSc or BSc degree in life sciences or equivalent commercial experience
• Lab experience with proven knowledge and understanding of genetics, molecular and cell biology and related fields
• Experience in a fast paced, multi-tasking environment
• Previous experience in giving oral presentations, teaching or training other scientists

Technical Skills:
o Knowledge of Microsoft Office
o Technical competency 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.
o Excellent troubleshooting, writing, and editing skills

Customer-facing skills
o Proven ability of effective written and verbal communication, and listening skills
o Strong interpersonal skills with an ability to effectively communicate and project over the telephone
o Strong commitment to customer service and satisfaction
o Ability to effectively multitask and manage priorities at one time.
o Ability to work effectively both interdepartmentally and internationally.

• Has an approachable manner that encourages interaction with others
• Highly driven with a strong motivation to succeed