Technical Applications Scientist at Quanterix in Billerica, MA

• extensive knowledge of Simoa Technology principles across all platforms to provide technical in-depth assay and basic instrument/software support for our customers
• Lead support for key accounts, establishing strong relationships and adding value as a trusted advisor (including off hour on-call duties)
• Compile and analyze Key Account data and reporting and present to leadership and internal stakeholders
• Triage and document customer inquiries and complaints in our case management systems, Salesforce and JIRA
• Manage JIRA Escalation tickets and related reporting to Leadership
• Develop and maintain positive relationships with our customers via email, calls, and meetings during interactions to resolve customer concerns
• Design laboratory troubleshooting guides utilized to troubleshoot customer complaints on multiple instrument platforms
• Design, implement, and manage Design of Experiments planning and data review for troubleshooting projects
• Collaborate internally with multi-disciplinary teams resolve customer complaints
• Lead cross-functional team projects to contribute to product, process improvements
• Coordinate with Field Applications Scientists and Field Service Engineers to support customers as needed
• Lead effort to collate and organize assay data for use in the development of guides and charts for use in support, field applications, and customer training, as well as, building a repository for Salesforce Knowledge
• Assist in training and mentorship of junior members of the team
• Domestic and international travel – < 15%

Skill and Knowledge :

• Comprehensive immunoassay (specifically ELISA) and assay development skillTroubleshooting acumen
• Proven ability to inspire customer confidence while troubleshooting complex cases
• Highly organized and analytical
• Excellent detail-oriented oral and written communication
• Mathematical proficiency; Statistical analysis a plus
• Independent and self-disciplined
• Collaborative
• Proficiency using MS Office
• attitude

Minimum Experience and Education:

• Ph.D., M.S. or B.S. in a life science discipline or equivalent combination of education and/or experience
• 5+ years of laboratory experience, preferably in assay development
• 5+ years of customer facing, teaching, and/or training experience