Field Application Specialist

BioTrove, Inc.'s mission is to advance life science and drug discovery research by leveraging micro- and nano-scale technology. Currently, BioTrove offers two revolutionary high throughput technologies. OpenArray™ SNP Genotyping provides PCR-based SNP analysis of hundreds to thousands of samples and candidate SNPs. RapidFire™ microfluidics technology provides a way to analyze small molecules by mass spectrometry at throughputs that are suitable for screening.
Job Description:
Under supervision of the Director of Applications Support and the tactical direction of Sales Management, the Field Application Specialist (FAS) acts as an essential resource to the company and its customers by providing expertise to the sales team, the service team and customers. This individual acts as technical backup for the field sales force in sales presentations, product demonstrations and written proposals.

In conjunction with their Manager, this individual plans and executes the implementation of the customer site project plan and ongoing maintenance process. Prepares and executes the installation of Instrument systems on-site in the customer’s lab and assists the customer in solving application problems through consulting and technical support services. Assures customer satisfaction by maximizing the availability of the applications on the system for productive use. Is the proactive line of support for managing the customer relationship and is viewed by the customer as an integral, reliable and vital part of their site team. Provides leadership in technical consultancy to customers in order to 1) enhance customer satisfaction and 2) to generate sales of products and services.

Develops and conveys to management an understanding of the customers’ operational methods relative to the equipment use and reagents/ consumables use. Communicates to the appropriate customer personnel, the plans and actions initiated to resolve perceived and real system malfunctions.

RESPONSIBILITIES:
To help accomplish this goal the individual will:

Proactively manage the customer’s use and satisfaction of BioTrove products
•Provides well-prepared and high quality on-site customer support (e.g. installation, customer familiarization & training, application consulting, preventive maintenance, predictive maintenance, and remedial repair) on systems in assigned area.
•Manages accounts with tactical advice of Sales Management by establishing and maintaining close communications with relevant customer personnel regarding all actions needed or performed to assure maximum utilization of the customer’s systems.
•Initiates Customer Service escalation procedures in accordance with customer needs and the company’s business policy.
•Teaches customer courses for Instrument systems and applications.
•Sets customer expectations regarding types of applications and service support required to assure optimum system performance and uptime.
•Provides account support and project management for complex or key customer sites.
•Responds to customer and provides remote consulting via email or phone.
•Demonstrates system and application trouble-shooting skills.
•Acts as an effective applications team member to the Field Service Engineers.
•Works closely with customers, sales and hardware support personnel in order to assure that the customer receives maximum benefit from their equipment.
•Works closely with Product Managers, R&D and Applications group to provide a variety of technical support services to sales force including customized demos, sales presentations and answers to technical questions about product applications, protocols, system configurations, capability and/or compatibility.
•Demonstrates consistent, mature behavior in all activities. Presents a professional image to customers, meets commitments, and contributes to teamwork and morale of the organization.
Works closely with R&D and Marketing to develop lab skills and advance the documented applications of BioTrove products
•Provides R&D feedback regarding application, hardware and software features requested from the customer.
•Provide Marketing and data regarding customer satisfaction and applications to Product Managers and Applications Group.
•Develops and maintains in-depth application expertise on all products within area of responsibility.
•Perform experiments in-house to validate standard and experimental protocols.
•Receives service training on all instrumentation to better identify and understand the hardware and application problems.
•Troubleshoots hardware instrumentation problems and initiates/organizes service calls by Field Service Engineers.
REQUIREMENTS
Ideal candidates possess extensive experience in Molecular Biology or related field and in depth experience with PCR. Expsure to Real Time Fluorescent Detection, SNP genotyping and customer support is a plus. M.S. or Ph.D. degrees preferred. Up to 40% travel may be required.