How will you make an impact?
Provides scientific expertise and applications support and training to customers on Thermo Fisher Scientific's Applied Biosystems brand real-time PCR instruments through a variety of interfaces including in-person, phone and email communications. Partners with sales reps in the field to deliver sample preparation pre- and post-sales related customer support activities and solve customer escalations effectively. Acts as a trusted expert to our customers, thereby increasing customer satisfaction and loyalty and contributing to the overall success of the business. This role is a remote, home office-based position requiring travel that may range from 50-75%.


What will you do?
Pre-Sales Support

• Performs product demonstrations at customer or company sites
• Prepares and presents seminars to wide array of audiences
• Helps support technical training for Sales Representatives, as appropriate
• Collaborates with Sales Representatives to develop technical selling strategies
• Participates in the field test site determination process
• Represents Thermo Fisher Scientific at trade shows and vendor shows to present Thermo Fisher Scientific products and gather information
• Accompanies Sales Representatives on sales calls in customers' laboratories to provide technical and applications assistance in response to customer inquiries
• Supports conditional sales placements in the field through on-site visits and telephone communication
• Generate and record opportunities related to the Thermo Fisher Scientific workflow including service contracts

Post-Sales Support

• Provides start-up applications training to customers in their laboratories or as an instructor at Thermo Fisher Scientific training centers
• Provides troubleshooting support to customers in the field or by phone/email
• Resolves and/or escalates customer issues & complaints
• Demonstrates basic operating and troubleshooting procedures for Thermo Fisher Scientific’s qPCR instrument workflow
• Coordinates cross-functional engagements for significant situations that require unique and/or urgent response from customer facing team members
• Plans and delivers user meetings in house or in the field
• Provides and continuously updates customer contact relevant information. Tracks, records and documents relevant information from all technical enquires from customers.

Other Roles & Responsibilities

• Acquires and maintains theoretical and practical knowledge of real-time PCR and digital PCR applications and workflows
• Reports on activities in the field on a regular basis to Manager and Sales partners through written reports and regular telephone conversations
• Reports on technical trends going on in the territory by relating customer concerns and issues to the appropriate internal partners
• Stays current on scientific and industry trends and innovations
• Participates in inter-departmental projects
• Accountable for managing expenses, scheduling and tracking activities
• Participates actively to support Sales and Service meetings as required
• May be required to perform other related duties as required and/or assigned

How will you get here?
Education
Requires a BA or BS in Biology, Molecular Biology, Biochemistry or related scientific field. Masters or PhD strongly preferred.
Experience

• Requires a minimum of 3+ years of laboratory or related work experience.
• Hands-on experience of real-time PCR on market-leading platforms is essential. 1+ year of working with Applied Biosystems real-time PCR instruments preferred.
• Experience in presenting technical materials in written and verbal form is critical.
• Experience in a customer-facing role and/or providing technical and scientific presentations to a variety of audiences is strongly preferred.
• Teaching or instructional background/experience strongly preferred
• 1+ year of working with Thermo Fisher Scientific’s Applied Biosystems brand real-time PCR instruments is preferred

Knowledge, Skills, Abilities

• Is able to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.
• Capable of working independently. Is self-motivated and proactive.
• Demonstrates clear and concise communications and is capable of interacting with a diverse population of internal and external contacts.
• Is customer-centric and keenly aware of markets, trends and competitors
• Ability to partner effectively as part of a team to solve problems, negotiate solutions and arrive at a consensus
• Is customer-centric and keenly aware of markets, trends and competitors
• Is tenacious, decisive, nimble and quick, able to adapt from one situation to another quickly
• Anticipates needs and problems while creating solutions
• Demonstrates a sense of urgency, contagious optimism and a “can do” attitude
• Is curious, inquisitive, innovative, never satisfied with the status quo
• Greets challenge and change as opportunity
• Has courage and confidence to take risks and learn from mistakes
• Inspires, motivates and collaborates with others
• Stretches across borders, breaks silos and builds effective partnerships with customers and colleagues
• Embraces and leverages diversity of culture and thought
• Is strategic, astute and forward-thinking
• Is authentic, transparent and leads by example, holding self and others accountable
• Typically works remotely from home office.
• Travel may range from 50% to 75%.
• Responsible to effectively manage schedule and negotiate scheduling conflicts
• Valid Driver’s license is required.
• Most duties are performed at field locations which may require walking within customer facilities, standing while giving presentations or conducting meetings and sitting to complete reports and sales calls.
• Demonstrations may require moving equipment and manual dexterity and ability to lift up to 50 pounds

At Thermo Fisher Scientific, each one of our 70,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.