Job Summary:
We are looking for a dedicated Genomic Data Scientist II to support our customers. The successful candidate serves as first line of customer contact on networking/IT challenges and data analysis related technical inquiries, and directly interacts with the internal development team to drive product improvement. They will also be responsible for providing remote assistance on installations and remote training of new customers in Bionano’s Data Analysis software tailored to the customer's specific needs.Primary Duties and Responsibilities:
- Answer, evaluate, and triage incoming queries from customers
- Document customer enquiries and problems accurately and timely using our Customer Relationship Management (CRM) system
- Manage problem recognition, evaluation, resolution and follow-up for routine and complex problems related to Bionano data analysis related products
- Provide training for new customers in Bionano’s Data Analysis software following completion of their training in Sample Preparation and Data Collection.
- Provide IT and networking support to other Customer Solutions team members and Customers
- Provide product improvement feedback to development teams
- Actively participate in the development of new documentation and improvement of existing documents and procedures
- Attend internal trainings and recurrent meetings
- Support other functions across the region and globally
Required Skills/Abilities:
- Demonstrated coding ability with Perl, Python, R, bash or SQL in a Linux environment
- Practical experience of networking and administration of Linux servers
- Understanding of common IT/Networking challenges
- Excellent analytical, problem solving and interpersonal skills
- Outstanding written and verbal communication skills
- Customer-focused and team-player mindset
- Fluent in English
- Ability to travel up to 10%
Preferred Skills/Abilities:
- Practical experience with Bionano data and/or of sequencing and genomics methods
- Familiar with SalesForce CRM (customer relationship management) systems
- Experience in a direct customer support role with remote support and customer training experience
- Secondary language skills (non English)
Education and Experience Requirements:
- Masters in Bioinformatics or related field
- 2 years relevant experience in Bioinformatics
Physical Requirements and Work Environment:
- Sit and/or stand for prolonged periods;
- Repeating motions that may include the hands, wrists and/or fingers;
- Use of hands to finger, handle, or feel, and reach with hands and arms;
- Specific visual abilities, including close vision and ability to adjust focus, read, review and assess the accuracy and thoroughness of the work assigned;
- Verbal abilities require communicating with others to exchange information;
The above physical requirements and work environment characteristics generally reflect those of this position, but is not an exhaustive list. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Disclaimer:Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This description generally reflects management’s assignment of essential functions, but is not intended to be a comprehensive list of the duties and responsibilities of the position, and it does not limit or restrict the duties and responsibilities that may be assigned from time to time.
The duties, responsibilities and job description of this role are subject to change at any time without notice.
