Field Applications Scientist, Amplitude System-Wed-Sun shift

    Thermo Fisher Scientific Inc.
    Chino, CA 91708
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    Job Description

    We are currently seeking a Customer Success Manager (CSM) with a background in clinical laboratory settings (infectious disease is preferred) with experience in molecular testing to further strengthen our team. This role is part of a field-based team focused on the support of large, high-throughput clinical customers as they expand Genetic Testing capabilities. The role of the CSM is outlined below.

    Wednesday through Sunday work schedule

    • Serve as primary day-to-day support to ensure proper lab performance for high sample per day customer(s)
    • Management of client offering/services such as planning, installation, training, validation and troubleshooting for our Genetic Testing solutions
    • Partner with our commercial team in the promotion of other health care content menu options to enhance the utility of our solutions in customer labs
    • Be the Thermo Fisher single point of contact for the customer for all technical issues
    • Coordinate all technical activities with other Thermo Fisher personnel
    • Own the implementation of assays and products / clinical solutions within customer sites
    • Maximize customer value/satisfaction by aligning complex product solutions and services with key customer initiatives.
    • Understand all customer bottlenecks to success and leverage the full scale and capability of Thermo Fisher to remove them
    • Build and maintain relationships with key decision makers or potential influencers internally and externally
    • Understand the clinical lab landscape and help to develop a business strategy on how to best tackle the clinical markets with Clinical Commercial Sales counterparts
    Job duties will include the following tasks:
    • Assist customers with implementation of our testing solutions
    • Triage customer concerns and ensure SLAs are managed and customer expectations are met
    • Provide training to customers at their own CLIA/GLP laboratories and at virtual Thermo Fisher training locations
    • Provide technical and applications assistance in response to customer inquiries
    • Ensure maximum reagent and consumables pull-through
    • Promote new products (clinical solutions) on customer sites and in conferences/user meetings
    • Work in collaboration with the Account Manager to set up the best support strategy for each customer site
    • Build strong relationships with customers
    • Maintain and develop the CRM database
    • Maintain consistent and structured communication with counterparts and articulate summarized communication to Manager on a periodic basis
    • Obtain successful adoption of the technology while investigating the potential of other applications and solutions both pre-clinically and clinically
    • Align with other teams in the company on a regular basis
    • Estimated 50-75% travel.
    Experience/Qualifications/Qualities that are important in this role
    • BA/BS (with 4 years experience) or MS degree in Life Sciences, PhD preferred
    • Must have experience in qPCR in a clinical laboratory setting.
    • Understanding of clinical industry standards, guidelines and environments
    • A technically savvy individual who can assess customer clinical needs and implement training and experimental approaches to ensure customer success.
    • Previous experience as a customer-facing application specialist desirable (qPCR experience desirable)
    • Excellent communication and influencing skills
    • A problem solver with proven ability to overcome technical hurdles
    • Ability to understand and articulate complex scientific literature and use extensive complex clinical data as a key factor in the sales process
    • Strong drive for success
    Posting ID: 588108842Posted: 2020-11-19