Senior Product Support Scientist (Europe & UK)

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Job Description

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 individuals 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 the handling of 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 centre 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).
• Provides 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.
• Manages 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 an urgent attention for major issues, persistent follow up till a solution is rolled out, and post-fix follow-up and monitoring.
• Manages 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 works with Product Management to include the features in the product design and development cycle.
• Analyzes the issues from SFDC reports (with all the cases logged by the support team), approves technical cases that are closed by the support team, monitors, and reports the trends of the issues, such as reagent and product quality issues, to Product Management and internal teams.
• Does systematic reviews periodically for various hardware, software, data analysis, flow cell and library prep kits and presents to Product Management and product review meetings.
• Involvement in the entire product life cycle from product designs and developments to product launches and product complaints, and provides technical input and constructive feedback and suggestions for product improvements and resolutions for issues, by leveraging of the knowledge and experiences gathered from the global support team
• Reviews customer-facing documentations for the technical info from various aspects i.e., accuracy and clarity of the info and appropriateness of the contents fulfilling the purpose of the documentation.
• Interfaces 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 update or technical service bulletin.
• Highlights 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.
• Develops and improves product-related or support processes to achieve the company's goal to enable the sequencing analysis of anything, by anyone, anywhere.
• Prepares the support team's readiness for new product launches.
• Initiates and handles various ad-hoc projects, develops tools, and improves 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 which 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 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 assessment, 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 organization skills, including ability to rapidly balance priorities in a fast-pace 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 achieve 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!

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.

About Us

Oxford Nanopore's goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation of nanopore-based sensing technology enabling the real-time, high-performance, accessible and scalable analysis of DNA and RNA. The technology is used in more than 100 countries to understand the biology of humans and diseases, plants, animals, bacteria, viruses and whole environments.

Oxford Nanopore was founded in 2005 as a spin-out from the University of Oxford and now employs over 1000 employees around the world.