10x Genomics · 8 hours ago
Senior Global Product Support Scientist
Massachusetts, USA (Remote)
Full-time
Remote
Mid, Senior Level
$125K/yr - $169K/yr
5+ years exp
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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
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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
Cells are the basic unit of life.
1001-5000 employees
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 StageLeadership Team
Serge Saxonov
Co-founder and CEO
Eric Whitaker
Executive Vice President and Chief Legal Officer
Recent News
2024-05-07
2024-04-30
2024-04-08
Company data provided by crunchbase
