Field Application Scientist

U.S. Northeast preferred, remote

Support Pillar’s growing commercial effort by providing professional field application support and customer service in the US region.  Our FAS team members support customer needs by providing on-site and virtual training sessions, answering technical questions and working with regional sales team members on pre- and post-sale account activity. This position additionally acts as an interface between customer facing commercial and internal operations, R&D, and manufacturing, collecting and delivering relevant feedback for product improvement and complaint resolution. The Field Application Scientist will report to the Field Applications Manager.

This is a remote, field-based position, and it will include travel to our clients and Natick, MA.

Duties and responsibilities

• Pre- and Post-Sale technical support and training
• Deliver scientific presentations showcasing Pillar Biosciences NGS solutions.
• Provide expert understanding and strong technical competency in discussing Pillar Biosciences product offerings.
• Conduct in lab (and remote) wet bench product training and evaluations for new and existing customers.
• Cultivate relationships and engage in scientific discussions with customers.
• In collaboration with the sales team. identify, nurture, and manage KOL relationships
• Respond to incoming customer service requests for support and or sales inquiries
• Answer basic questions about available products or services.
• Handle customer complaints in accordance with Pillar policy including documenting in the Pillar CRM, escalating to the appropriate Quality contact, monitoring the investigation and/or resolution process and providing timely updates and final resolution to customer.
• Properly, accurately, and in a timely fashion, record all required documents related to customer interactions as outlined in the Pillar Quality Manual.
• Listen to customer concerns and complaints with goal of identifying the root cause, developing and implementing the solution and promptly communicating with the customer throughout the process.
• Provide customer feedback to all internal stakeholders in the customer experience including Sales and Marketing, R&D, RA/QA, Manufacturing and Operations
• Support Sales team in technical discussion, presentations and meetings with customers.
• Record all customer interactions in the CRM including feedback and complaints.
• Maintain a positive and professional attitude toward customers at all times.

Qualifications

• Advanced degree in life sciences or equivalent, 5+ years’ experience working with PCR and/or NGS in a clinical testing laboratory (preferred)
• Familiarity with NGS, library preparation, qPCR and molecular biology, DNA and RNA applications. Mol Diagnostic experience in clinical setting a huge plus.
• Solid Understanding of principles of genomics, DNAseq, RNAseq, targeted panels and bioinformatics.
• Dedication to customer satisfaction.
• Excellent interpersonal, listening and organizational skills.
• Strong written and verbal communication skills
• Positive, empathetic and professional “can do” attitude.
• Ability to adapt to fast-paced work environment, multitasking and keeping focus on customer needs.
• Demonstrated success managing complex tasks with minimal oversight
• Proficiency with computer operating systems, Microsoft Office Suite, Outlook, etc.
• CRM Management experience, SAP or comparable systems a plus.
• Ability to work with all levels of the organization (Sr. management, R&D, commercial, QA/RA, and operations)
• Willingness to learn and understand the technical and commercial aspects of the goods and services offered by Pillar.

Flexibility in work schedule and changing departmental needs as dictated by customer requirements

This role is not eligible for sponsorship or relocation support