The Scientific Support Lead is the representative and the person responsible for the scientific support.

The Scientific Support Lead manage clients and distributors requests on scientific related subjects connected with the usage of the naica system. The Scientific Support Lead provide assistance also on equipment and products of Stilla Technologies.

The Scientific Support Lead will stratify Scientific Support needs from Tech Support related inquiries and coordinate the Tech Support Field actions together with the Field Service Engineers (FSE’s).

• Management of all the scientific related questions from the clients and distributors. They provide support and instruction to customers especially on applicative aspects of equipment and/or products (assistance using consumables - chips and kits).

• Responsible for reporting the scientific support department quality metrics.

• Responsible of providing remote telephone/email support of Stilla products to both internal and external customers and document customer issues.

• Help answering scientific related questions from the clients (such as assay optimization and help in data analysis, through specific platforms and tools).

• Working within a team environment and escalating unresolved issues to appropriate departments.

• Help and support for the application specialist team (back up in specific circumstances).

• Production of technical and scientific documentation if necessary.

• Communicate with end users, keeping them informed of support progress. Monitor & track customer satisfaction.

• Perform other tasks and duties as assigned by the manager of the team.

• Assessing and stratifying, coordinating Tech Support request by guiding and coordinating the Field Service Engineers

Our ideal candidate:

• Has a MSc Degree/PhD in Life Sciences; Molecular Biology; Biochemistry or equivalent.
• Has an Extensive Knowledge and experience in PCR and qPCR applications (products & instrumentation).
• Has a Potential experience in the digital PCR field.
• Has a Solid experience in management of client’s support.
• Has Strong oral and written communication skills in French and English, any other language (German; Spanish; etc..) is an advantage.
• Has an Excellent computer and networking knowledge (Microsoft office).
• Has the Ability to operate effectively with different professionals in an international team environment and on multiple projects under tight deadlines.
• Has Knowledge of Quality Controls (QMS) or servicing laboratory instrumentation an asset.

Why join us?

• Build amazing tools for the Life Sciences & Diagnostics in a challenging environment!
• Join a young and dynamic Life Science company growing at a 3-digit pace!
• Work with a team who shares a passion for building successful Life Science Products based on deep technological innovations.
• Bring significant contributions to concrete products