Position Objective

Provides scientific expertise and applications support and training to customers on Thermo Fisher Scientific’s Applied Biosystems brand real-time PCR instruments and products through a variety of interfaces including in-person, phone and email communications.  Partners with sales reps and compliance services team in the field to deliver product line specific analytical validation-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. Actively contributes to the strategic development of analytical validation plans, models, standards and techniques.

Essential Functions

• Serve as primary day-to-day support to ensure proper lab performance for high sample per day customer(s)
• Assist customers with implementation of our Genetic Testing solutions
• May be responsible for coordinating and facilitating all analytical validation service offerings across region.
• Independently addresses issues of increased complexity related to genetic testing and analytical validation for customers and internal partners.
• Able to determine priorities around analytical validation engagements and set strategic objectives of the team.
• Provides training and helps coach and mentor team members.
• Actively represent FAS organization to internal partners as appropriate.
• Coordinates cross-functional engagements for analytical validations that require unique and/or urgent response from customer facing team members.
• Works with compliance group and R&D to develop new offerings.
• Often communicates at all levels of the organization and forms strategic alliances both internally and externally.
• Helps set goals, including forecasting, and guides team to deliver against strategic objectives.

Post-Sales Support

• Provides troubleshooting support to customers in the field or by phone/email.
• Resolves and/or escalates customer issues & complaints.
• Provides workflow and analytical validation training to customers in their laboratories and at our training centers.
• Coordinates with FAS managers for engagements requiring additional support from other customer-facing FAS team members.

Other Roles & Responsibilities     

• 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.
• Interfaces with marketing on collateral development for service offerings.
• May be required to perform other related duties as required and/or assigned.

Education:

Requires a BA or BS in Biology, Molecular Biology, Biochemistry or related scientific field. 

Required Qualifications

• Requires a minimum of 3+ years of laboratory or related work experience.
• Is able to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.
• Able to interpret a variety of instructions furnished in written oral, diagram, or schedule form
• Capable of working independently, self-motivated, and proactive
• Extensive experience using personal computers and all Microsoft Office applications.
• Demonstrates clear and concise communications and is capable of interacting with a diverse population of internal and external contacts.
• 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
• Laboratory experience in qPCR (next-generation sequencing experience is a plus).
• Willing to travel extensively.

Preferred Qualifications

• MS or PhD is strongly preferred
• 1+ year of working with Thermo Fisher Scientific instruments preferred.
• Experience in a clinical, diagnostics and/or regulated market
• Experience in a customer-facing role and/or providing technical and scientific presentations to a variety of audiences is strongly preferred.
• Is strategic, astute and forward-thinking
• Is authentic, transparent and leads by example, holding self and others accountable

Working Conditions:

• 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