Field Application Scientist, World

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 a global organization, 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

• The "Field Application Scientist, World" plays a key role in supporting sales activities and customer success by providing scientific and technical support for DNA Script solutions.
• Working closely with the sales, product, and R&D teams, they are involved throughout the customer lifecycle, from solution demonstrations to deployment and optimization. They also contribute to continuous product improvement by relaying needs and feedback from the field.

Responsibilities:

• Application Support and Customer Engagement
• •Provide sales and implementation support to customers and partners, including by using the company’s commercial solutions internally to demonstrate their performance and value to customers. Manage demonstrations and testing related to this activity
• •Work closely with the sales department on customer engagement activities by providing on-site and/or remote scientific consultations to customers for pre- and post-sales opportunities; by guiding discussions and conducting product demonstrations, application-focused training, and test optimizations.
• •Serve as the liaison with product management, product development, and application teams regarding the use of DNA Script products in applications to meet customer needs.
• •Diagnose and resolve product performance issues reported directly by customers.
• •Develop and provide training to customers on the company’s products and new application workflows.
• •Resolve customer complaints related to biochemistry, assay or experiment design, software, instruments, or user technical skills,Responsible for managing relationships, understanding client objectives, and defining appropriate expectations regarding products and performance.

• Product Technical Support
• •Provide post-sales training and support to clients and partners on solutions developed by the company, as well as on related protocols that may be of interest to our clients and partners.
• •Participate in installations and preparations at client and partner sites for the deployment of our solutions or their upgrades
• •Use in-depth technical or scientific knowledge and product expertise to resolve technical support issues. May interact directly with customers or provide in-depth internal support to field engineers, remote engineers, or customer call center staff.
• •Draft and update documentation for product users.
• •Collaborate with internal experts by seeking assistance on difficult cases and sharing information regarding product support.
• •Contribute to the delivery of fully integrated solutions, which may include peripherals, communications, operating systems, and application software.
• •Provide insights regarding customer feedback, users, and services as part of new product development projects.

Experiences:

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

Requires travel to customer sites and corporate offices in France and Bay Area.

Start date: ASAP

Le rôle

Le Field Application Scientist, World joue un rôle clé dans le soutien aux activités commerciales et le succès des clients, en assurant l’accompagnement scientifique et technique des solutions DNA Script.

En lien étroit avec les équipes commerciales, produits et R&D, il intervient tout au long du cycle de vie client, de la démonstration des solutions à leur déploiement et à leur optimisation. Il contribue également à l’amélioration continue des produits en remontant les besoins et retours du terrain.

Responsabilités

Soutien aux applications et engagement des clients

Assurer les activités de support de ventes ou de placement aux clients et partenaire, notamment en utilisant en interne les solutions commercialise afin de démontrer aux clients leur performances et leur utilite. Gerer les demonstrations et les tests relatifs a cette activité

Travailler en étroite collaboration avec le service des ventes dans le cadre des activités d'engagement des clients en fournissant des consultations scientifiques sur place et/ou à distance aux clients dans le cadre d'opportunités avant et après la vente ; en guidant les discussions et en effectuant des démonstrations de produits, des formations axées sur les applications et des optimisations d'essais.

Assurer l'interface avec la gestion des produits, le développement des produits et les équipes d'application en ce qui concerne l'utilisation des produits DNA Script dans les applications afin de répondre aux besoins des clients.

Faire un diagnostic et résoudre les problèmes de performance des produits signalés directement par les clients.

Développer et fournir une formation aux clients sur les produits de la société et les nouveaux flux de travail des applications.

Résoudre les plaintes des clients liées à la biochimie, à la conception d'essais ou d'expériences, aux logiciels, aux instruments ou aux compétences techniques de l'utilisateur,

Responsable de la gestion des relations, de la compréhension des objectifs des clients, de la définition des attentes appropriées en matière de produits et de performances.

Support technique des produits

Assurer la formation et le training après-ven