Senior Product Support Scientist (Europe & UK)

Oxford Nanopore Technologies; France; Sur place; EUR 45 000 - 85 000; Plein temps

Résumé du poste

An established industry player is seeking a Senior Product Support Scientist to join their Global Support team. This role focuses on providing high-tier technical support, resolving complex product issues, and enhancing customer satisfaction through collaboration with internal teams. The ideal candidate will have a strong background in life sciences, excellent problem-solving skills, and experience in technical support within the biotech industry. Join a forward-thinking company dedicated to enabling groundbreaking sequencing technologies that can analyze any living thing, anywhere, and make a real difference in the world.

Prestations

Attractive Bonus

Generous Pension Contributions

Private Healthcare

Beautiful Working Environment

Qualifications

• 4+ years in biotech/biomedical industry with technical support experience.
• Strong organizational and problem-solving skills are essential.

Responsabilités

• Provide high-tier technical support for ONT products and manage escalated complaints.
• Collaborate with internal teams to improve product quality and customer satisfaction.

Connaissances

Interpersonal Skills

Problem-Solving Skills

Technical Support

Customer Support

Critical Thinking

Organizational Skills

Formation

MSc or Ph.D. in Life Sciences

Equivalent Experience

Outils

SFDC

CRM Tools

Tableau

Description du poste

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 employs from multiple subject areas including nanopore science, molecular biology and applications, informatics, engineering, electronics, manufacturing and commercialization. The management team, led by CEO Dr Gordon Sanghera, has a track record of delivering pioneering technologies to the market.

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 analyze native DNA or RNA and sequence any length of fragment to achieve short to ultra-long read lengths. Our goal is to enable the analysis of any living thing, by anyone, anywhere!

We are looking for a highly motivated and driven individual to join the Global Support team as a Senior Product Support Scientist. This role provides high-tier technical support primarily to the Technical Services team.

The details…

This role requires resolving raised complaint cases on a variety of ONT products; diagnosing and troubleshooting IT, networking, and handling Bioinformatics issues. Additionally, this role will involve working closely with internal teams and stakeholders to bring forth customer-focused feedback and improvements to products, triggering quality investigations, and acting as a technical resource center for front-line support.

Responsibilities include :

• Develop in-depth general product expertise or be the Subject Matter Expert in key specialization areas (i.e., software and hardware, data analysis, and flow cell and library prep kits) and build a strong connection or working relationship with Product Management and internal development teams (Subject Matter Experts).
• Provide 2nd level technical support in situations where first-line field application support and/or technical support requires assistance to resolve an issue with ONT products.
• Manage escalated product complaints, analyze the issues, monitor and compile stats, do a risk assessment (breadth and depth of the issue), prioritize the issues to work with Product Management and internal teams to get urgent attention for major issues, persistent follow-up till a solution is rolled out, and post-fix follow-up and monitoring.
• Manage customer feedback (VoC) of products/services gathered by the support team, prioritize the product feedback or requests accordingly to their importance from the technical and business aspects, and work with Product Management to include the features in the product design and development cycle.
• Analyze the issues from SFDC reports (with all the cases logged by the support team), approve technical cases that are closed by the support team, monitor, and report the trends of the issues, such as reagent and product quality issues, to Product Management and internal teams.
• Conduct systematic reviews periodically for various hardware, software, data analysis, flow cell, and library prep kits and present to Product Management and product review meetings.
• Involve in the entire product life cycle from product designs and developments to product launches and product complaints, and provide technical input and constructive feedback and suggestions for product improvements and resolutions for issues, leveraging knowledge and experiences gathered from the global support team.
• Review customer-facing documentation for technical info from various aspects, i.e., accuracy and clarity of the info and appropriateness of the contents fulfilling the purpose of the documentation.
• Interface between the internal team and customer-facing support teams by communicating and providing key technical information and procedures/processes to the front-line support teams via periodic updates or technical service bulletins.
• Highlight the commercial impact of new and ongoing issues (in terms of revenue or market-access risks, for example) to Product Management by working with the regional Sales and support team.
• Develop and improve product-related or support processes to achieve the company’s goal to enable the sequencing analysis of anything, by anyone, anywhere.
• Prepare the support team’s readiness for new product launches.
• Initiate and handle various ad-hoc projects, develop tools, and improve processes to empower the support organization and team globally to build the highest standards in customer-oriented support to achieve the highest customer satisfaction and experiences using ONT products.

Listed duties are a crucial, but not exhaustive, list of the usual duties associated with the position. Any other duties that are not region-specific will be the responsibilities of this position as the global support team.

What we're looking for…

• MSc or Ph.D. degree in life sciences and molecular genomics or equivalent experience.
• 4+ years commercial experience in the biotech/biomedical industry.
• Prior experience in field or technical support, or customer-facing roles is a must.
• Prior experience in handling product complaints, doing risk assessments, and collecting product feedback with Product Management and internal teams including product development and Quality Assurance, etc.
• Prior experience with sequencing technologies (from library prep to sequencing and data analysis) and genomics products.
• Outstanding interpersonal skills and the ability to work with different teams and stakeholders when carrying out the duties of this position.
• Ability to work collaboratively and communicate effectively in a highly matrixed organization.
• Highly motivated, self-driven, critical thinking, and strong problem-solving skills.
• Strong organizational skills, including the ability to rapidly balance priorities in a fast-paced and multi-tasking environment.
• Business-oriented mindset, ability to assess the impact of different product issues on the business and Sales revenue.
• Clear vision of and commitment to providing outstanding customer support and achieving Sales goals by playing a role in product design, development, and complaint resolution.
• Proficient in SFDC or CRM tools and other internal tools like Tableau, etc. to carry out the above-mentioned duties.
• Proven ability of effective written and verbal communication and listening skills.
• Ability to effectively work on and manage many priorities at one time.
• Excellent troubleshooting, writing, and editing skills.
• Ability to work effectively both interdepartmentally and internationally with the regional support teams.
• Has an approachable manner that encourages interaction with others.
• Highly driven with a strong motivation to succeed.

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 which make for a wonderful working environment.

If you are looking to utilize your skills to really make a difference to humankind, then consider joining our team and apply today!