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For your reference, we have included the original job posting below.
Technical Support Scientist, Molecular Biology/Biochemistry Applications (West, Central or Eastern U
Job Number:
26768338
Company Name:
Pacific Biosciences, Inc.
Job Location:
Menlo Park, CA US
Job Category:
Information Technology
Technical Support Scientist, Molecular Biology/Biochemistry Applications (West, Central or Eastern U
Technical Support Scientist, Molecular Biology/Biochemistry Applications (West, Central or Eastern U.S.) Location: Field Job Code: 777 # of openings: 1
Description
We have 1 opening available. This position may be based in our Menlo Park, CA headquarters, or field-based in the West, Central or Eastern U.S.
PacBio has introduced a platform for single molecule, real-time detection of biological events designed to transform the future of medicine, agriculture and bio-fuels. Our mission is to transform the way humankind acquires, processes and interprets data from living systems through innovative tools for biological research.
We are beginning to build a multi-disciplinary team to establish a world-class Technical Support organization to support our field-based applications scientists and customers. Our ideal candidate is a well-rounded top performer who can be a key contributor in a high-energy growth environment.
Responsibilities: • For candidates who currently live within 1 hour drive of Menlo Park, CA, the selected individual will work from our headquarters in Menlo Park, CA and travel to customer sites. For candidates who currently live beyond a 1 hour drive to Menlo Park, CA, in Western U.S., or in Central or Eastern U.S., the selected individual may work from home, and travel to customer sites, and to Menlo Park, CA headquarters, for quarterly department meetings. • Travel to support PacBio Field Applications Specialists, and customers, at customer sites. • Participate as a key member of a diverse group of Technical Support Scientists and Engineers. • This role will be responsible for troubleshooting DNA sample prep and sequencing experiments. • Provide timely technical and application assistance in response to customer inquires. • Professionally resolve incoming customer inquiries related to applications. Issues will be received via phone, email, Web and Live Chat. • Contribute to the ongoing development of our product Knowledge Base to capture lessons learned and solutions to cases. • Collaborate with Product Marketing, Applications Lab Scientists, Field Applications Specialists and Training to develop applications training programs for customers. Be part of the team of applications subject matter experts to deliver training to customers and new-hire employees. • Analyze customer cases and deliver feedback to Product Managers and R&D to continually improve our product offerings and set of tools to support the field. Possibly serve as a Technical Support representative on the applications core team.
Requirements: • M.S. in Molecular Biology, Biochemistry or related scientific disciplines, along with 5 to 8+ years of relevant industry experience, genome center, and/or DNA sequencing core facility experience. • Ph.D. in Molecular Biology, Biochemistry or related scientific disciplines, along with 1 to 5+ years of industry experience, genome center, and/or DNA sequencing core facility experience. • 2+ years of customer support, technical training, and/or teaching experience of technical material. • We have 1 opening available. This position may be based in our Menlo Park, CA headquarters, or field-based in the West, Central or Eastern U.S. For the Menlo Park, CA location, candidates should currently live within a 1 hour drive of Menlo Park, CA. For the field-based position, candidates should currently live beyond a 1 hour drive to Menlo Park, CA, in the Western U.S., or in Central or Eastern U.S. • Able and willing to travel as necessary. • Experienced in molecular genetics, molecular biology, and biochemistry laboratory techniques. • Prior experience within the biotechnology, medical device, biologics, pharmaceutical, green technology, genome center, and/or DNA sequencing core facility experience is a plus. • Preference shown to candidates who have a good understanding of molecular genetics, prior hands-on experience operating next-generation DNA sequencing instruments and assays, and prior experience in next-generation DNA sequencing analysis. • Must have excellent troubleshooting abilities. • Must have a “can do” attitude and be flexible in a fast-paced start-up environment. • Must have strong written, verbal and presentation communication skills. • Self-starter who is able to work with minimal supervision. • Ability to work independently and collaboratively. • Must be an intelligent individual with excellent work ethic, exceptional judgment, and unquestionable integrity. • Outstanding interpersonal skills. • Ability to balance several projects and customers concurrently. • While working remotely, must be proactive in communication back to Corporate, Field Applications Specialists and customers. • Customer-focused individual with the empathy and skills to understand and address customer concerns. • Passion for customer service, achieving high customer satisfaction.
