Molecular Applications Specialist

GenMark Diagnostics
Job Location: 
Mid-Atlantic Region
Job Description: 

Company Mission:
GenMark Dx’s mission is to become the market leader in providing high value, simple to perform, clinically relevant multiplexed molecular tests to aid in the diagnosis of disease and the selection and dosing of therapies. GenMark Dx’s proprietary eSensor® technology is based on the principles of competitive DNA hybridization and electrochemical detection. Our eSensor® technology is highly specific for the target biomarker and is not based on fluorescent or optical detection. As a result, our diagnostic tests are less prone to sample contamination risk and do not require many of the time-consuming washing and preparation steps required by competing multiplexing technologies.

Purpose of the Position:
This position provides outstanding customer service by serving as the primary contact for onsite instrument installation, assay training, and by being an on-site resource for troubleshooting and resolving assay or instrument problems. This position serves as the expert with respect to customer lab operations, training needs/requirements and protocol development. This position serves as part of the commercial organization with the primary responsibility of tactical technical sales support, and as a liaison to the corporate office sharing customer needs, including uses, training and implementation aspects of new product launches. This position requires interaction with a variety of people and positions both within and outside the organization, and the utilization of excellent communication necessary for developing and maintaining good internal and external relations.

Essential Duties and Responsibilities:

Integrate molecular assays and instruments into customer laboratories by:
• Visiting customer sites and performing pre-implementation support, assay and instrument training and troubleshooting,
• Managing the training through validation implementation process to exceed customer expectations and timeline.
• Installing and/or integrating instruments at customer sites and training customers on its operation and maintenance
• Maintaining customer contact reports, training records and installation and maintenance records for all technical support and field service contacts in a timely fashion.

Perform troubleshooting on GenMark products:
• Recognizing, communicating, and properly documenting product issues, complaints and improvements
• Escalating problems, when needed, to appropriate resource for solution,
• Supporingt the process of capturing and addressing customer complaints from reporting of complaints (required) to assisting investigations and CAPA's (when requested).

Provide training and information to customers and employees by:
• Using problem-solving activities to increase customer self-sufficiency
• Analyzing training needs for customer accounts

• Determining scope and evaluate effectiveness of training
• Providing feedback to manager for improvement of training materials, and recommending improvements to the operator and service manuals
• Training both internal and external customers on new and existing tests.
• Managing time, territory and accounts effectively; document activities; identify and implement improvements to internal processes and products; promote customer satisfaction and serve as internal customer advocate; support Sales objectives and organizational directives.
• Resolving basic types of customer service inquiries including: product questions, material requests, and account information. May also need to participate in proactive outbound call program {i.e., welcome and follow up calls) to ensure customer satisfaction, when applicable.

Ability to travel for 80% of time is required, infrequent international travel is possible

Key Qualifications:
• BA/BS degree, preferably with a Molecular, Life Science or related emphasis.
• Advanced degree would be an advantage but is not a requirement.
• Experience with molecular techniques including nucleic acid extraction methods, and PCR.
• Understand the clinical diagnostic laboratory environment and the products they use to ensure the company is positively impacting the customer's performance with GenMark products and services.
• Preference to individuals who have experience providing applications support or training customers.

All employment decisions are made without regard to race, color, religion, sex, sexual orientation, national origin, age, creed, ancestry, marital status, non-job-related handicap or disability, veteran status, or any other legally protected status.