Technical Support Scientist, NGS - EMEA

The Technical Scientist, NGS, is part of the wider Customer and Technical support team, in this role they will be responsible for providing best in class technical support and consultation to customers and Twist Bioscience’s field-based sales team. The position will specifically support Twist’s current product lines consisting of DNA libraries for Next Generation DNA Sequencing and Target Enrichment. The goal is to achieve high customer satisfaction scores, drive loyalty, and reinforce the quality of the Twist brand. 

What You’ll Be Doing: 

• Deliver clear, accurate, and solutions-oriented technical support to customers and the field sales team primarily through email and live chat, with occasional support via phone. 
• Works to resolve technical or product problems through: 

○ identifying the cause of the problem 

○ collaborating with the broader team as necessary to create and present solutions to the customer 

○ following up to ensure satisfactory resolution 

• Ensure customer interactions promote Twist’s brand and create high customer loyalty and satisfaction. 
• Provide basic application support and perform troubleshooting for field sales teams and customers. 
• Assist in the development and implementation of plans to improve technical services and capabilities while working towards corporate/individual revenue and customer allegiance goals. 
• Provide feedback to production personnel for product improvements. 
• Track customer satisfaction and work to continually improve customer satisfaction. ● Facilitate and participate in customer complaint troubleshooting with the Development and Production teams and other technical experts. 
• You will be expected to deliver against established, measurable Key Performance Indicators (KPIs) to ensure alignment with business objectives. 
• Participate and assist in technical training sessions, as needed. 
• Each Twist employee is responsible for complying with applicable Quality Management System (QMS)/Information Security Management System (ISMS) standards in the execution of their daily activities and ensuring product or service meets regulatory requirements, customer requirements and the established QMS/ISMS policies and procedures. 
• Support the wider team by assisting with miscellaneous tasks and fulfilling requests made by your direct manager.

What You’ll Bring to the Team: 

• Ph.D preferred or Bachelor’s degree in Molecular Biology, Genetics, or related Life Sciences degree with 3-5 years of industry experience. 
• Requires an in-depth knowledge of NGS DNA library preparation and Target Enrichment techniques; minimum of 3 years hands-on experience preparing DNA libraries for sequencing in research lab setting; experience with target enrichment and/or NGS data analysis a plus. 
• Proven ability to multitask working across multiple teams effectively. ● Must be able to communicate effectively in English (German or French a plus) with a wide variety of people and have strong interpersonal skills. 
• Excellent computer skills using Microsoft Office and G-Suite; experience with Salesforce and Customer Relationship Management and Enterprise Resource Planning software a plus.
• Experience providing remote technical support a plus.