Support Scientist, Roche Sequencing

United States of America, Massachusetts, Boston

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The Support Scientist should have a passion for customer service; able to communicate effectively with customers, Sales, and colleagues both internal and external to the organization; and has a drive to develop new relationships and collaborations with customers. 

Candidates must reside within a 50 mile radius of Wilmington, MA.

Job Facts:

  • Provide expert knowledge of products and applications to customers, with the goal of providing consultative scientific support, e.g. assisting with product selection, experimental design, workflow optimization, etc.
  • Coordinate with Sales to provide customers with the scientific and product support necessary to accelerate the sales process, increase success rates of product evaluation and provide continued post-sale technical support e.g. troubleshooting.
  • Manage and investigate product complaints in a timely manner including communication to customers, discussion for initiation of 3rd line support project (when applicable) and proper documentation and report generation.
  • Perform lab work to provide product and workflow evaluations for customers in the form of proof of principles.
  • Lead and execute upon collaborations and support projects with customers and internal partners to generate Application Notes, conference posters and presentations, and technical publications
  • Travel (up to 25 %) to participate in national trade shows, conferences, customer meetings, internal meetings, etc.

Who you are:

  • B.S. or M.S. degree in Biology, Molecular Biology, Biochemistry, or related field with 2 – 3 years of relevant experience
  • Advanced theoretical and practical understanding of PCR, qPCR, and next-generation sequencing
  • Willingness to travel
  • Customer-facing experience strongly preferred
  • Excellent personal task management skills and a high level of self-motivation
  • Excellent verbal and written communication skills

Roche is an equal opportunity employer.

Customer Support, Customer Support > Technical & Application Support