Principal Customer Application Scientist

Summary:

The Principal Application Scientist (ACE) is responsible for support and training of Diagnostics products in a manner that meets or exceeds customer satisfaction and quality expectations with strong knowledge of both service and applications on instrumentation. The Principal Application Scientist will train and support customers and staff on the full end-to-end customer solutions including both instrumentation and reagents, FDA regulated an ASR.  The successful candidate will provide technical feedback to product development, be responsible for training customers, be able to troubleshoot customer’s issues both onsite and remotely, be technical lead and secondary trainer for specified product portfolio. This an excellent opportunity to expand product knowledge by learning other products within the Reproductive Health industry! This role offers a flexible hybrid work model (1-2 day a week in Hopkinton, MA) with up to 50% domestic travel.

Responsibilities include (but are not limited to):

• Independently troubleshooting, resolving, and testing technical issues for products.
• Being the consultative voice of the customer on specific workflow needs for product management support.
• Conducting sales training as appropriate on products and assays.; creating new materials for customer use and providing appropriate documentation.
• Managing special projects such as optimization and configuration of new instrumentation for individual assays.
• Acting as project Team Leader and coordinate internal efforts to exceed customer expectations.  
• Partnering with R&D, clinical operations, or support teams with problem solving regarding test validations and verifications of tests.
• Being Subject Matter expert with leverageable knowledge in SFDC, policies, and procedures.
• Consistently delivering on deadlines, proactively providing status reports, and managing tasks from inception through completion with minimal supervisory guidance.
• Setting up new instrumentation and performing performance qualifications at customer sites.
• Training customers for operational use of instrumentation and maintenance
• Providing training on FDA approved assays by utilizing kit inserts and instrumentation associated with assay.
• Assisting sales as the product knowledge expert on a specified product line.
• Conducting sales training as appropriate on products and assays.; creating new materials for customer use and providing appropriate documentation.
• Be a certified trainer for 2 product lines.  Certified to train new and current employees on instrument and reagents for at least 1 product line with in the product portfolio.
• Provide service training in lieu of L3 support.
• Presenting at meetings with customers and scientific conferences.
• Be able to work as an application Scientist on applications that are ASR/RUO non FDA cleared.
• Has been qualified as secondary trainer for at least one product line.
• Ability and willingness for domestic travel at least 50% of the time.

Basic Qualifications:

• Bachelor’s degree in chemistry, Biochemistry, or related scientific discipline or engineering AND
• A minimum of 8 years’ experience in a technical, customer facing role ​and 6 years' experience as Customer Application Scientist in a Diagnostic company; supporting multiple product lines.

Preferred Qualifications:

• Ph.D in Chemistry, biochemistry, or related science
• Ability to work in a team environment with shared goals and responsibilities.
• Ability to provide clear and structured written documentation.
• Ability to perform moderate and/or highly complex analytical processes without direct supervision.
• Excellent group interaction skills and negotiating skills.
• Demonstrated ability to handle multiple tasks with different priorities.
• Excellent presentation skills in front of internal teams, customers, and large audience (during conferences, webinars, etc.)
• Capable of working in a pre-sales environment
• Ability and willingness for domestic travel at least 50% of the time.

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