DNA Script
DNA Script is a leading company in the production of nucleic acids for genomic, synthetic biology and biopharmaceutical applications.
Our clean, efficient Enzymatic DNA Synthesis (EDS) technology, implemented on a benchtop instrument (the SYNTAX), accelerates innovation in life science and biotechnology through the decentralization of rapid, on demand and high quality DNA synthesis.
Our approach builds upon nature's billions of years of evolution in enzymatically synthesizing DNA, setting new standards for assembling nucleic acids to accelerate scientific discovery and DNA/RNA production in disciplines with profound impacts upon humanity.
DNA Script has a broad stable of high quality investors and is capitalized to continue its progress to full commercialization of the technology and products. We are building an organization across our two sites, in Paris and San Francisco, with the talent, skills and attitude to achieve our mission: to unlock the power of “DNA-write”.
This is an opportunity for a dynamic individual to join an international and highly skilled team, and to make significant contributions to commercializing a technology with far-reaching potential across the biological sciences and beyond.
The Role
DNA Script is actively searching for an accomplished Field Applications Scientist to build and foster positive relationships and support our partners and customers in their use of DNA Script commercial technologies and related applications. The individual will be responsible for managing customer engagement and delivering expert product support to customers and providing quick resolutions to complex technical inquiries including troubleshooting, coordinating customer feedback/interactions, and representing user experiences within the company to aid development of next generation products. Additionally, the person filling this role is responsible for providing feedback for the development of applications using DNA Script products in novel applications.
You will also play a key role in ensuring product issues are documented to facilitate the continuous improvement of our products.
Responsibilities:
Applications Support and Customer Engagement
- Working closely with sales in customer engagement activities by providing on site and/or remote scientific consultation to customers in both pre- and post-sale opportunities; guiding discussions, and performing product demonstrations, applications-focused training, and assay optimizations.
- Interface with the product management, product development and applications teams in the use of DNA Script products in applications to meet customer needs.
- Diagnose and resolve product performance problems fielded directly from customers.
- Develop and provide training for customers on company products and novel application workflows.
- Resolve customer complaints related to biochemistry, assay or experimental design, software, instruments, or user's technical skill.
- Responsible for relationship management, understanding customer goals, setting appropriate product and performance expectations.
Technical Product Support
- Uses in-depth technical or scientific knowledge and product expertise to resolve product support escalations. May interact directly with customers or provide deep support internally to Field Service Engineers, Remote Engineers, or customer call center personnel.
- Writes and updates product user documentation.
- Collaborate with internal experts by obtaining assistance on challenging cases and sharing product support information.
- Support the delivery of fully integrated solutions, which may include peripherals, communications, operating systems and applications software.
- Provide voice of customer, user-oriented and service-related inputs to ongoing and new product development projects.
- Document product support cases and help develop an internal product support knowledge base for customers and the internal support team.
- Identify product quality improvements using support data documented during customer and service interactions and communicate to stakeholders.
Experience:
- Master's degree or Ph.D in Biology/Molecular Biology preferred, other life science, engineering or related fields considered -- e.g. Biomedical Engineering, Synthetic Biology, Biotechnology or similar.
- 5+ years of work experience in a technical product support role, research & development role or similar position.
- Proven experience interacting with researchers at all levels with life science and synthetic biology.
- Previous experience in training, oral presentations.
- Experience or expertise with Laboratory Automation solutions and systems involving reagents, consumables, and related system software.
Ideal Candidate will have:
- Experience with gene assembly, protei/antibody engineering, CRISPR, NGS and related innovative technologies/applications
- An extensive network and track record interfacing with key opinion leaders within the scientific community.
- Detailed technical orientation, with robust analytical and organization skills, problem solving, troubleshooting capabilities and negotiation skills.
- Capability to precisely document issues, root cause analyses, troubleshooting experimentation and resolutions/repairs for complex scientific instrumentation.
- Proven experience working directly with a field service engineering team.
- Experience developing, testing, and supporting product applications in the laboratory.
- Proven experience with developing and delivering effective product/technical training.
- Prior experience using customer relationship management tools to document product support interactions with customers.
- Customer advocate, solutions-oriented mindset, and business orientation.
Miscellaneous
- The ideal candidate will be located in Paris, France or in Europe close to a significant airport
- Requires travel to customer sites and corporate offices in France and Bay Area.
- Start date: ASAP
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