Technical Support & Applications Scientist

LGC Biosearch Technologies locations Petaluma and Novato, CA, as well as our sister site in Denmark, represent a focused, collaborative culture of producing mission-critical genomics components, primarily oligonucleotides and supporting reagents, for our diverse customer base. We believe in Science for a Safer World and have embodied our mission by supporting first responders during the COVID-19 pandemic where our Biosearch Technologies portfolio has been and continues to be enabling millions of PCR tests worldwide. We are currently seeking candidates who are up for the challenge of operating in a high-growth, purpose-driven organization.  

The Technical Support & Applications Scientist provides technical support (verbal and written) to both internal and external customers regarding the Company’s products and related applications. This individual will be responsible for providing technical troubleshooting support to internal and external customers. This role is also expected to provide complete and timely resolution of customer support and complaint handling. In communication with various cross-functional stakeholders, this role actively monitors and reports on customer feedback and technical developments or trends. The Applications Scientist is expected to identify, plan, and execute experiments to support current and novel applications for the Company’s products.

• Provide expert technical troubleshooting solutions to customers in multiple stages of the sales cycle (evaluation, validation, or post-sale); support methods include telephone, e-mail, online customer meetings
• Ensure completeness, accuracy, and timely resolution of customer support and complaint handling, including contact and product logging in the complaint handling system
• Perform laboratory work to identify root causes of customer technical issues, prepare for workshops or training, evaluate new products or applications, and evaluate competitor products
• Provide regular reports on complaint status, handling trends, and outcomes to management
• Monitor and report on customer feedback, industry activities, and technical developments and trends to various cross-functional stakeholders, including R&D, Marketing, and Product Management
• Review, for technical accuracy, marketing materials, including user manuals, product brochures, customer communications, and other technical documents.
• Produce and help maintain an archive of up-to-date customer-facing material, including application notes, white papers, posters, product support templates, and marketing content for videos and presentations
• Support process improvement efforts to technical support workflows, including the creation of comprehensive process maps and work instructions
• Support field-marketing activities such as workshops, focus groups, and beta test programs to gain customer feedback
• Represent the Company at conferences, shows, workshops, and seminars domestically or internationally, as necessary
• Understand and comply with all quality, ethical, legal, and regulatory requirements applicable to our business

• Bachelor’s degree in a life sciences-related discipline is required, Masters degree preferred. 
• Technical competency to understand and to clearly discuss fundamental theory and principles of experimental design, techniques and results; to stay current in technical knowledge; to troubleshoot and to provide information back to the customer in a helpful, courteous, positive and professional manner
• Prior lab experience, ideally 3 or more years, with proven knowledge and understanding of molecular biology, cell biology, and related fields
• Understanding of genomics, proteomics, and molecular biology products in general
• Working knowledge of Microsoft Office products (Word, Excel, PowerPoint)
• Experience working with information technology including database software
• Previous experience working with customers in technical services position

What we offer (US based-employees):

• Competitive compensation with strong bonus program
• Comprehensive medical, dental, and vision benefits for employees and dependents
• FSA/HSA Pre-tax savings plans for health care, childcare, and elder care
• Deductible Buffer Insurance and Critical Illness Insurance
• 401(k) retirement plan with matching employer contribution
• Company-paid short- and long- term disability, life insurance, and employee assistance program
• Flexible work options
• Pet Insurance for our furry friends
• Enhanced Parental leave of 8 additional weeks
• PTO that begins immediately
• Town Hall monthly meeting onsite/virtual, Cheer program where employees are recognized for outstanding work, Company wide social events, frequent catered lunches and much more!

The typical pay range for this role is:

Minimum: $ 65,000/Yearly

Maximum: $ 103,000/Yearly

This range represents the low and high end of the anticipated salary range for the California -based position.  The actual base salary will depend on several factors such as: experience, skills, and location.

LGC strongly believes that every job applicant and employee should be valued for their individual talents regardless of age, disability, race, color, ethnic or national origin, sex, sexual orientation, gender reassignment, marital or civil partnership, pregnancy or maternity, religion, or belief. Short listing, interviewing and selection will always be carried out without regard to gender, sexual orientation, marital status, color, race, nationality, ethnic or national origins, religion or belief, age, or trade union membership.