Specialist 3, Product Applications

This opening is located in Foster City, CAAs the leading supplier of life science technology and related applications, we are helping life scientists understand and use the power of biology to pursue new scientific discoveries and methods for diagnosing and treating disease. If you're interested in a challenging career in one of the fastest moving fields today, you've come to the right place.

Application Specialist, Develops customer support infrastructures for assigned MicroSEQ sequencing and real-time PCR solutions product lines. Serve as a liaison between Product Management and R&D, Operations, Marketing and the field applications support groups to contributes to the timely market release of products, ensuring both customer requirements for quality and technical specifications are met for customer satisfaction. Product expert to assist with providing materials, training and in-house subject matter expertise. Develops documentation and support for Field-based support to answer customer application questions (FAQs). Develops materials and trains support staff on products. Provides telephone support to Field-based support. Fields calls that come into product management. Develops and communicates methodologies for completing customer demonstrations. Understands customer needs, has an understanding of technology, a thorough knowledge of the demonstration goals and enables the field to articulate and achieve those goals. Generates data to document product specifications and support application notes on promotional material. Should have bench work experience in specific product and ability to conduct bench work in support of product. Test site support for products in development. Able to write the product protocol document. Proactive communication (written and oral) about products during commercialization, including collaborating or developing promotional literature at product launch in alignment with World Wide Marketing Programs and Communication (WWMP&C). Provides the first step in the quality process by evaluating and managing the troubleshooting process with customers. Will be a key resource for tech support and provide a higher level of support than tech support by having a thorough knowledge of the product. Evaluates customer product performance issues (interacts with the customer, obtains samples and evaluates internally, etc.) and communicates internally on this evaluation to quality team meetings to determine re-specification information on the product. Conducts in-house and fieldwork on customer samples in highly competitive situations. Coordinate with relevant product groups to develop demo kits for application systems. Provides support in customer collaborations to ensure effective working relationships and maintains routine communication to support product marketing and R&D in resolving any issues that may arise. Collaborates with product marketing to develop application centered sales strategies. Attends scientific meetings to interface with customers and gathers information on trends, products and discoveries affecting the product applications. Participates in test site support for new products. Provides business unit with reports on customer success, product technical information and customer satisfaction for product group.

Requires knowledge and skills normally acquired through the successful completion of a Bachelor's Degree (B.A./B.S.) in Molecular Biology or Microbiology or related degree. Advanced degree desirable. Specific training or experience in customer relations and support also desirable. Requires a minimum of 3-6 years of previous laboratory experience. Experience in marketing, presenting and documenting technical materials a plus. Previous experience with customer interface in marketing, telephone support, sales, field service or related customer support is desired. Ability to evaluate scientific information in the form of journal articles or presentations, and to interact with researchers in the product application area is required.Submit Your Resume Online Now