Field Application Scientist, Manager

Summary

Join Twist Bioscience as a Manager to support the NGS FAS team by coordinating and prioritizing field team deployment, including presales support, training, and troubleshooting. This pivotal role ensures customer acquisition and satisfaction by enabling effective product use and fostering a collaborative team environment. You will recruit, train, and mentor a team of NGS Field Applications Scientists, establish performance metrics, and manage team schedules. Cross-functional collaboration with sales, marketing, and product development is essential to align customer needs with company objectives. The role involves overseeing technical support, troubleshooting, and training, ensuring tailored solutions for diverse customer applications. You will also act as an escalation point for complex technical issues and contribute to new product strategies.

Requirements

• 5+ years of technical and commercial experience working with NGS products
• Prior in-depth and hands-on technical experience and understanding of NGS applications, methods, implementation, process, and workflow
• MS/PhD in Molecular Biology, Biochemistry or related field
• Excellent communication and interpersonal skills for customer interaction and cross-functional collaboration
• Advanced technical knowledge of NGS applications, methods, and instrumentation
• High self-motivation and demonstrated ability to work in a collaborative team environment
• Excellent verbal and written communication skills
• Ability to travel up to 50% of the time to support team and customer needs

Responsibilities

• Support the FAS team by coordinating and prioritizing field team deployment including presales support, trainings, troubleshooting and shows/conferences
• Recruit, train, and mentor a team of NGS Field Applications Scientists regarding Twist’s current and upcoming NGS and targeted enrichment (TE) product portfolio
• Establish performance metrics and conduct regular evaluations to ensure team excellence
• Foster a culture of collaboration, professional growth, and technical excellence
• Manage team schedules, ensuring efficient deployment to meet customer needs
• Oversee the FAS team's delivery of on-site and remote technical support, troubleshooting, and training to customers using NGS platforms and workflows
• Ensure the team provides tailored solutions for diverse customer applications, including DNA, RNA, and epigenetics workflows
• Act as an escalation point for complex technical issues, coordinating with internal R&D and support teams as necessary
• Working with marketing teams to identify customer facing collateral opportunities and acting as a liaison between groups (technotes, webinars)
• Work with outside vendors (sequencing, automation, reagent) to cross functionally support troubleshooting and customer requests
• Work with marketing and product development teams to provide customer feedback and contribute to new product strategies
• Develop and implement technical training materials and protocols for the FAS team and customers
• Track and report key performance indicators (KPIs) related to team activities, such as response times, customer satisfaction, and issue resolution
• Manage budgets and resources for team operations, including travel and other needs
• Ensure compliance with company policies and quality standards in all interactions

Preferred Qualifications

• Prior managerial and/or supervisory experience
• Cross functional team work
• Synthetic biology knowledge
• Automation knowledge and support
• Experience of customer support and use of CRM system