This position is part of the
Scientific Applications Support team located in the
United States of America and will be
on-site in Coralville, IA; Boulder CO; or Raleigh, NC. At IDT, we are one global team. We celebrate our differences, engage in healthy debate, and are inclusive. Together, we accomplish great things!
In this role, you will have the opportunity to:- Communicate with and support customers to provide pre- and post-sales technical support for a growing NGS product offering. Answer all NGS-related customer inquiries received by phone, email and chat.
- Troubleshoot product use and applications by using customer provided data and information, as well as IDT sales and manufacturing databases. Use available resources to formulate a timely and informed customer response; reach out to appropriate resources as necessary if the customer concern falls outside range of expertise.
- Proactively resolve complaints by determining the cause of the problem, selecting and explaining the best solution to solve the problem, and expediting resolution to the customer's satisfaction.
- Support other IDT service departments and IDT Sales teams through consultation or escalation of product questions, customer issues, and technical inquiries as needed.
- Document all incoming and outgoing customer interactions in IDT's Customer Relationship Management (CRM) database.
The essential requirements of the job include:- Bachelor's degree (in Molecular Biology, Biochemistry, Genetics, Biology, Chemistry, Bioinformatics); Master's degree or PhD preferred.
- Deep expertise in NGS applications with >3 years in the genomics industry preferred.
- Ability to analyze data, identify key issues, and proactively solve problems using critical thinking skills.
- Effective written and verbal communication skills with message appropriately tailored to audience.
- Capable of understanding and articulating complex scientific, interpersonal, regulatory, and business issues.
It would be a plus if you also possess previous experience in:- Experience in a customer support or customer-facing role; experience providing technical support to key or strategic partners preferred.
- Demonstrated ability to multitask and adjust priorities in a quick paced environment.
- Advanced theoretical knowledge of, practical experience, and troubleshooting experience in NGS library preparation and targeted resequencing workflows.
IDT, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info.
The annual salary range for this role is $95-105K. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future.
This job is also eligible for bonus/incentive pay.
We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.
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