The Technical Service Scientist – with Key Focus in NGS will provide customer support through phone, e-mail and webex. Identify customer's questions and take responsibility for customer's resolution. Phone, e-mail, and webex-based customer education, troubleshooting, and general support of QIAGEN solutions used in the entire NGS workflow, including consumables, instrumentation and applications in all markets will be performed. Instruct customers in the operation and maintenance of the instrumentation. Serve as company liaison along sample to insights with customer on administrative and technical matters for assigned projects. Interpret customer's needs and identify the correct course of action. Promote the sale of all products with direct customers and support sales departments to identify best solution for NGS workflow and other molecular biology-based applications. Work closely with sales and marketing, QA/QC, research and development to address customer concerns, determine corrective action and customer follow-up. We are currently accepting applications for the position of Technical Service Scientist at our Germantown, MD or Valencia, CA facility.
Responsibilities: ● Strategy: Understand and contribute to company strategy ● Customer Service: Provide prompt, professional and accurate advisory service to customers on QIAGEN products. Take ownership of customers, develop relationships, offer advice and support sales. ● Technical Support: Responsible for handling technical queries from customers from initial query through solution and follow-up, ensuring customer satisfaction at the highest level. ● Information: Create and maintain accurate information in the central database to ensure prompt follow-ups and personalized future calls. Update, organize, and disseminate technical information to ensure team has relevant technical information. ● Team/Departmental/Customer Liaison: Foster excellent communication between all technical support teams worldwide and across business units to maintain and develop relationships with key customers and ensure best service standards. ● Technical Training/Development: Develop own technical knowledge necessary to support customers. Position Requirements ● Experience with Next Generation Sequencing technologies, instrumentation and applications. ● Experience with statistical software programs and web-based tools to retrieve and analyze sequencing data ● Comprehensive technical knowledge and understanding of products for all market segments using NGS ● Broad knowledge of Molecular Biology and/or Clinical Diagnostic workflows ● Ability to discuss and troubleshoot instrumentation, software, and related applications over the phone, email and webex ● Ph.D. or equivalent experience in molecular biology or genomics ● Excellent verbal (telephone) and written communication skills ● Demonstrated interpersonal skills with focus on helping customers and others ● Ability to multi-task
n addition to a High Performance Team culture, you'll enjoy: • Annual incentive opportunities • Medical / Dental / Vision / Life insurance opportunities • 401(k) with matching funds • Tuition reimbursement • Paid Holidays / Vacation / Personal Time off
QIAGEN is an Equal Opportunity Employer! Personal Requirements Demonstrated interpersonal skills with focus on helping customers and others