Senior Global Product Support Scientist  @ 10x Genomics | Jobright.ai
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Senior Global Product Support Scientist  jobs in Massachusetts, USA (Remote)
40 applicants
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10x Genomics · 12 hours ago

Senior Global Product Support Scientist 

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Biotechnology
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Responsibilities

Creating, releasing and continuously improving globally-aligned service and support policies and procedures.
Serving as procedure owner representative on any planned and unplanned organizational audits (e.g., ISO, SOX, FDA).
Representing Global Product Support as a core team member within 10x’s product sustaining teams, providing expertise and advocating on behalf of our regional team members to elevate the customer experience.
Analyzing, trending, and communicating key issues and complaints and the impact they have on overall product health metric performance, and customer satisfaction across 10x products and applications.
Providing advanced and escalated global product support to regional team members and our customers, ensuring timely resolution of complex cases.
Initiating, consulting, and leading product support continuous improvement discussions and workshops with cross-functional SME partners to improve product reliability, performance, and life cycle management.
Owning technical product and process knowledge transfer to the regional support teams that directly engage with our distributors, and customers.
Supporting the development of a cohesive service and support CRM, resource planning models, cost to service calculator, spare parts and logistics optimization tools.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Product support expertiseProject management skillsSaaS support platformsTechnical Support experienceIllumina sequencingCell culture experienceChange management trainingScientific disciplineMSCRM developmentPMP CertificationRoot cause methodologiesTeam trainingLogistics optimization

Required

BA/BS with 7 years of experience, MS or PhD with 5-7 years experience in a scientific discipline (e.g. life science, medical device, laboratory equipment, healthcare technology companies).
Proven expertise in providing product support for laboratory assays or instruments.
Strong problem-solving skills displayed while managing complex technical issues and escalations.
Strong analytical skills demonstrated while applying various root cause methodologies.
Excellent communication and interpersonal skills.
Experience in training team members on new products, processes and change management.
Strong project management skills evidenced while executing high-impact projects independently.
Familiarity with SaaS support platforms and integrations (e.g SFDC, Zendesk, Jira, ServiceMax).
Willing to travel up to 25%

Preferred

Research or clinical laboratory instrumentation and applications, medical devices, or healthcare IT technology product support experience.
Hands on Illumina sequencing library preparation and troubleshooting.
Cell culture, cell sorting, and single cell PCR or RNASeq experience.
Extensive experience in Technical Support, Field Application Scientist, or related role.
PMP Certification.

Benefits

10x’s equity grants
Comprehensive health and retirement benefit programs
Annual bonus program or sales incentive program

Company

10x Genomics

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Cells are the basic unit of life.

H1B Sponsorship

10x Genomics has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (21)
2022 (44)
2021 (50)
2020 (20)

Funding

Current Stage
Late Stage

Leadership Team

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Serge Saxonov
Co-founder and CEO
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Eric Whitaker
Executive Vice President and Chief Legal Officer
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Company data provided by crunchbase
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