This role supports Pillar’s commercialization efforts by providing professional[DH1] [JG2] field application support and customer service in EU, AMEA and LATAM regions. Our Field Application Scientist (FAS) team members support customer needs by delivering technical training (on-site or remote), providing technical support by addressing customer-driven inquiries and providing technical support to the regional sales team throughout the entire customer engagement process. The FAS team also provides customer feedback to all internal stakeholders in customer experience including Sales and Marketing, R&D, RA/QA, Manufacturing and Operations.
This is a remote, field-based position reporting directly to the Head of EMEA and requires travel to our clients throughout the EU, AMEA and LATAM.

QUALIFICATIONS

• Advanced degree in life sciences or equivalent, 5+ years’ experience working in NGS or clinical testing laboratory
• Multi-Lingual preferred with strong English foundation with French; Spanish or Italian.
• Solid Understanding of principles of genomics, DNAseq, RNAseq, targeted panels and bioinformatics.
• Expertise in h NGS, library preparation, qPCR and molecular biology, DNA and RNA applications. MDx experience in clinical setting.
• 3+ years clinical laboratory experience working with PCR and/or NGS, knowledge of bioinformatics, data analysis and clinical research workflow.
• Dedication to customer satisfaction.
• Excellent interpersonal, listening and organizational skills.
• Strong written and verbal communication skills
• Positive, empathetic and professional “can do” attitude.
• Ability to adapt to fast-paced work environment, multitasking while keeping focused on customer needs.
• Demonstrated success managing complex tasks with minimal oversight
• Proficiency with computer operating systems, Microsoft Office Suite, Outlook, ect.
• CRM Management experience, SAP or comparable systems a plus.
• Ability to work with all levels of the organization (Sr. management, R&D, commercial, QA/RA, and operations)
• Willingness to learn and understand the technical and commercial aspects of the goods and services offered by Pillar.
• Flexibility in work schedule and changing departmental needs as dictated by customer requirements
• Ability to travel 50%
  Pillar Biosciences aims to “Make precision medicine the first option for every patient” by developing and manufacturing targeted next-generation sequencing (NGS)-based assays and software for today’s high-throughput specialty NGS laboratories. We are seeking collaborative and independent problem solvers to support our mission.
  Pillar Biosciences is an Equal Opportunity and Affirmative Action employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; religion; age; nationality; marital status; sexual orientation; disability or any other characteristic protected by law

• Pre and Post-Sale technical support and training

• Deliver scientific presentations showcasing Pillar Biosciences NGS solutions.

• Provide expert understanding and strong technical- competency in discussing Pillar Biosciences product offerings.

• Conduct in lab (and remote) wet bench product trainings and evaluations for new and existing customers.

• Cultivate relationships and engage in scientific discussions with customers.
• Identify, nurture, and manage KOL collaborations working with sales team.
• Respond to incoming customer service requests for support and or sales inquiries
• Handle customer complaints in accordance with Pillar policy including documenting in the Pillar CRM, escalating to the appropriate Quality contact, monitoring the investigation and/or resolution process and providing timely updates and final resolution to customer.
• Properly and accurately record all required documents related to customer interactions[DH3] [JG4] ..
• Provide customer feedback to all internal stakeholders in the customer experience including Sales and Marketing, R&D, RA/QA, Manufacturing and Operations
• Support Sales team in technical discussion, presentations and meetings with customers.
• Record all customer interactions in the CRM including feedback and complaints.
• Maintain a positive and professional attitude toward customers at all times