Sr. Molecular Applications Specialist - Bay Area / Pacific Northwest

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POST DATE 9/11/2016
END DATE 11/4/2016

GenMark Diagnostics, Inc. San Francisco, CA

Company
GenMark Diagnostics, Inc.
Job Classification
Full Time
Company Ref #
o1ZT3fwG
AJE Ref #
576137911
Location
San Francisco, CA
Experience
Entry Level (0 - 2 years)
Job Type
Regular
Education
Bachelors Degree

JOB DESCRIPTION

APPLY
DESCRIPTION

This position provides outstanding customer service by serving as the primary contact for onsite instrument installation, assay training, and by being an on-site resource for troubleshooting and resolving assay or instrument problems. This position serves as the expert with respect to customer lab operations, training needs/requirements, laboratory information systems and protocol development. This position serves as part of the commercial organization with the primary responsibility of tactical technical sales support, and as a liaison to the corporate office sharing customer needs, including uses, training and implementation aspects of new product launches. This position requires interaction with a variety of people and positions both within and outside the organization, and the utilization of excellent communication necessary for developing and maintaining good internal and external relations.

Essential Duties and Responsibilities

Integrate molecular assays and instruments into customer laboratories by:

* Visiting customer sites and performing pre-implementation support, assay and instrument training and troubleshooting,

* Managing the training through validation implementation process to exceed customer expectations and timeline.

* Installing and/or integrating instruments at customer sites and training customers on its operation and maintenance

* Facilitate connecting instrumentation to laboratory information systems utilizing customer IT input as well as systems support from corporate office.

* Maintaining customer contact reports, training records and installation and maintenance records for all technical support and field service contacts in a timely fashion.

Perform troubleshooting on GenMark products:

* Recognizing, communicating, and properly documenting product issues, complaints and improvements

* Escalating problems, when needed, to appropriate resource for solution,

* Supporingt the process of capturing and addressing customer complaints from reporting of complaints (required) to assisting investigations and CAPA's (when requested).

Provide training and information to customers and employees by:

* Using problem-solving activities to increase customer self-sufficiency

* Analyzing training needs for customer accounts

* Determining scope and evaluate effectiveness of training

* Providing feedback to manager for improvement of training materials, and recommending improvements to the operator and service manuals

* Training both internal and external customers on new and existing tests and instrumentation.

* Managing time, territory and accounts effectively; document activities; identify and implement improvements to internal processes and products; promote customer satisfaction and serve as internal customer advocate; support Sales objectives and organizational directives.

* Resolving basic types of customer service inquiries including: product questions, material requests, and account information. May also need to participate in proactive outbound call program {i.e., welcome and follow up calls) to ensure customer satisfaction, when applicable.

Ability to travel for 80% of time is required, occasional international

Territory covers San Francisco Bay Area and Pacific Northwest. Candidate can reside anywhere within Territory.

Position Requirements

Education and Experience:

* BA/BS degree, preferably with a Molecular, Life Science or related emphasis.

* Advanced degree would be an advantage but is not a requirement.

Skills Technical

* Experience with molecular techniques including nucleic acid extraction methods, and PCR.

* Understand the clinical diagnostic laboratory environment and the products they use to ensure the company is positively impacting the customer's performance with GenMark products and services.

* Preference to individuals who have experience providing applications support or training customers.

Skills General

* Must be a hands-on, self-directed, organized and conscientious individual

* Complete work in a timely, accurate and thorough manner

* Must be able to think and work both tactically and strategically to provide financial and operational needs to GenMark s business

* Effective analytical problem solving and decision making skills

* Strong time management and organizational skills in a dynamic, constantly changing environment

* Strong communication skills including the ability to communicate with all levels within the organization

* Ability to read, write and analyze complex documents

* Ability to respond effectively to sensitive inquiries, customer inquiries or complaints as well as communicate effectively both orally and in writing with management, peers and individuals

* Ability to work effectively, exhibit a professional manner and establish constructive working relationships

* Strong problem-solving, judgment and decision making skills are required

Work Environment

The essential functions of the job are usually performed in an environmentally controlled facility where the noise level in the work environment is usually moderate. This position may involve a combination of office, hospital and biotechnology laboratory environments. The employee may be exposed to hazardous chemicals, blood borne pathogens and automated equipment.

*CB*

GenMark is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of any kind: GenMark is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at GenMark are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. GenMark will not tolerate discrimination or harassment based on any of these characteristics. GenMark encourages applicants of all ages. GenMark participates in E-Verify. GenMark is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.