Lead Field Specialist

Roles and responsibilities

Tasks And Responsibilities

• Support local partner coordinating new customer sites including facility inspections, instrument validation.
• Arranging customer pilot training on behalf of the Channel Partner, who has not yet received official certification or requires shadowing.
• Reviews and approves operational quality of equipment and instructs the local FAS team about correct usage and maintenance of systems.
• Discusses troubleshooting issues with local FAS team whenever extra support is required with regards to the end user's technical skills and provides guidance for the design of biochemistry/assays, setup of experiments, usage of software and handling of instruments.
• Establishes a close connection with the partner FAS team and determines and discusses any lack of competency with the Channel Partner management.
• Develop and maintain positive relationships in partnerships and with customers
• Helping to support key accounts and strategic Channel Partner sales efforts through technical presentations and demonstrations.
• Developing and improving key company processes, such as case logging, documentation, and reporting, that support our mission of building a world-class customer support organization.
• Manage strategic/key accounts and work with internal cross-functional stakeholders
• Act as conduit of customer feedback to Sales, Marketing and Product Development teams.
• Act as the Subject Matter Expert in our market segments including Oncology, Genetic Testing, Reproductive and Genetic Health, Applied Genetics, Molecular Cell Biology and Automation
  

All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.

Desired candidate profile

Preferred Educational Background

• Masters or PhD in Chemistry, Biochemistry, Molecular Biology or Genetics required, OR M.S. and relevant experience.
  

Preferred Experiential Background

• Considerable biotech experience preferred.
• Must be willing to travel up to 50%
• Strong understanding of genomics, sequencing applications, and methods that apply to Illumina technology.
• Prior field experience supporting customers in a highly technical field required.
• Experience using Genotyping and Sequencing technologies preferred.
• Demonstrated understanding of commonly used Genotyping data analysis software applications and/or Bioinformatics tools and programs preferred.
• Proficient with general lab best practices and common Molecular Biology techniques.
• Demonstrated experience with instrumentation such as liquid handling robotics and optical scanners preferred.
• Demonstrated superior problem solving and interpersonal and account management skills in a commercial environment.
• Demonstrated written and verbal communication and training skills.
• Ability to operate as an independent contributor and as a cooperative member of a team.
• Clear vision of and commitment to providing outstanding customer service.
• Ability to successfully operate in a fast-paced, rapidly changing environment.
• Experience managing distributors/channel partners is a plus.
• Fluency in Arabic language will be an added advantage