Senior Product Support Scientist (Europe & UK)

Oxford Nanopore Technologies is headquartered at the Oxford Science Park outside Oxford, UK, with satellite offices and a commercial presence in many global locations across the US, APAC and Europe.

Oxford Nanopore employs from multiple subject areas including nanopore science, molecular biology and applications, informatics, engineering, electronics, manufacturing and commercialization. The management team, led by CEO Dr Gordon Sanghera, has a track record of delivering pioneering technologies to the market.

Oxford Nanopore’s sequencing platform is the only technology that offers real-time analysis, in fully scalable formats from pocket to population scale, that can analyze native DNA or RNA and sequence any length of fragment to achieve short to ultra-long read lengths. Our goal is to enable the analysis of any living thing, by anyone, anywhere!

We are looking for a highly motivated and driven individual to join the Global Support team as a Senior Product Support Scientist. This role provides high-tier technical support primarily to the Technical Services team.

The details…

This role requires resolving raised complaint cases on a variety of ONT products; diagnosing and troubleshooting IT, networking and handling of Bioinformatics issues. Additionally, this role will involve working closely with internal teams and stakeholders to bring forth customer-focused feedback and improvements to products, triggering quality investigations, and acting as a technical resource center for front-line support.

Responsibilities include:

• Develop in-depth general product expertise or be the Subject Matter Expert in key specialization areas (i.e., software and hardware, data analysis, and flow cell and library prep kits) and build a strong connection or working relationship with Product Management and internal development teams.
• Provide 2nd level technical support in situations where first-line field application support and/or technical support requires assistance to resolve an issue with ONT products.
• Manage escalated product complaints, analyze the issues, monitor and compile stats, perform risk assessments, prioritize issues to work with Product Management and internal teams to get urgent attention for major issues, persistently follow up until a solution is rolled out, and conduct post-fix follow-up and monitoring.
• Manage customer feedback (VoC) of products/services gathered by the support team, prioritize product feedback or requests according to their importance from both technical and business aspects, and work with Product Management to include features in the product design and development cycle.
• Analyze issues from SFDC reports, approve technical cases closed by the support team, and monitor and report trends of issues to Product Management and internal teams.
• Conduct systematic reviews periodically for various hardware, software, data analysis, flow cell and library prep kits and present findings to Product Management and product review meetings.
• Be involved in the entire product life cycle from product designs and developments to product launches and complaints, providing technical input, constructive feedback, and suggestions for product improvements and resolutions for issues.
• Review customer-facing documentation for technical accuracy, clarity, and appropriateness fulfilling its purpose.
• Interface between the internal team and customer-facing support teams by communicating and providing key technical information and procedures to front-line support teams via periodic updates or technical service bulletins.
• Highlight the commercial impact of new and ongoing issues to Product Management by working with the regional Sales and support team.
• Develop and improve product-related or support processes to achieve the company’s goal of enabling sequencing analysis of anything, by anyone, anywhere.
• Prepare the support team’s readiness for new product launches.
• Initiate and handle various ad-hoc projects, develop tools, and improve processes to empower the global support organization and team to build the highest standards in customer-oriented support.

Listed duties are crucial, but not exhaustive, duties associated with the position. Any other duties that are not region-specific will be the responsibilities of this position as part of the global support team.

What we're looking for…

• MSc or Ph.D. degree in life sciences and molecular genomics or equivalent experience.
• 4+ years of commercial experience in the biotech/biomedical industry.
• Prior experience in field or technical support, or customer-facing roles is a must.
• Prior experience in handling product complaints, conducting risk assessments, and collecting product feedback with Product Management and internal teams.
• Prior experience with sequencing technologies (from library prep to sequencing and data analysis) and genomics products.
• Outstanding interpersonal skills and the ability to work with different teams and stakeholders.
• Ability to work collaboratively and communicate effectively in a highly matrixed organization.
• Highly motivated, self-driven, critical thinking, and strong problem-solving skills.
• Strong organizational skills, including the ability to rapidly balance priorities in a fast-paced, multi-tasking environment.
• Business-oriented mindset, with the ability to assess the impact of different product issues on business and sales revenue.
• Clear vision of and commitment to providing outstanding customer support and achieving sales goals by playing a role in product design, development, and complaint resolution.
• Proficient in SFDC or CRM tools and other internal tools like Tableau.
• Proven ability in effective written and verbal communication and listening skills.
• Ability to effectively work on and manage multiple priorities simultaneously.
• Excellent troubleshooting, writing, and editing skills.
• Ability to work effectively both interdepartmentally and internationally with regional support teams.
• Approachable manner that encourages interaction with others.
• Highly driven with a strong motivation to succeed.

We offer outstanding benefits including an attractive bonus, generous pension contributions, private healthcare, and an excellent starting salary. Based within beautiful, landscaped surroundings with tree-lined walks, water features, and a lake, all of which make for a wonderful working environment.

If you are looking to utilize your skills to make a difference to humankind, then consider joining our team and apply today!