Opportunity and Challenges
We are in the process of assembling a team of best-in-class, innovative and passionate individuals to join our Technical Support team. We want to leverage talents, skills, and expertise to achieve one goal: unlock the power of “DNA-write”. We offer the opportunity of joining a dynamic, international, and highly skilled team in a pioneering startup company. Our SYNTAX ™ DNA Synthesis platforms not only have the potential to change the way the world makes and uses synthetic DNA, but also to accelerate the rate of discovery by delivering upon the promise of same-day results.
This is an opportunity to join a rapidly growing company and to have a large impact as a product expert supporting a technology that will have a far-reaching impact across biological sciences.
The Role
DNA Script is actively searching for an accomplished Principal/Senior Scientist is responsible for effective and timely resolution of customer cases, including complaint investigations, case documentation, trending analysis and preparing reports, ensuring regulatory compliance and customer satisfaction. Will be responsible for providing technical and troubleshooting support for DNA Scripts Syntax System remotely by phone, email, and other remote support tools. Understands customers’ problems and recommends solutions to meet their needs. The ideal candidate has strong technical knowledge, expertise of primer based molecular workflows and automation system functionality, enjoys troubleshooting, has a problem-solving mindset and prior complaint handling experience.
Responsibilities:
Applications Support and Customer Engagement
- Responsible for the timely case management of individual cases (Inquiries & Complaints) according to ISO Quality system requirements including creation, acceptance, classification, investigation, complete documentation, and resolution of cases.
- Triage, monitor and follow up on customer communications using a customer relationship management database system.
- Interface with internal teams when necessary, to escalate and resolve more complex cases.
- Ensures, by collaboration and interfacing with stakeholders and global functions, that appropriate technical input and recommendations are communicated to Country Organizations ensuring that the customer is provided with a resolution or workaround in a timely manner.
- Assist in the development of technical support tools and publications.
- Accountable for providing information from cases to update product documentation.
- Accountable for timely communication of quality related product information to cross functional key stakeholders, including Country Organizations.
- Accountable for regular peer review of escalated cases and providing feedback and guidance to other case owners on expected documentation practices.
- Oversees complaint databases to identify and report recurring issues to quality management and product development.
- Performs case-related trending to understand the scope of an issue.
- Performs regular reviews of case handling and documentation quality, analyzes feedback on customer satisfaction to permanently optimize processes to increase quality and efficiency standards with a focus on customer, compliance, and continuous improvement.
Technical Product Support
- Writes and updates product user documentation.
- Collaborate with internal experts by obtaining assistance on challenging cases and sharing product support information.
- Support the delivery of fully integrated solutions, which may include peripherals, communications, operating systems and applications software.
- Determine if customer complaint is best resolved via dispatch of field service and facilitate the handoff of issues to the field service team.
- Provide advice to field service engineers to assist in the resolution of issues.
- Provide voice of customer, user-oriented and service-related inputs to ongoing and new product development projects.
- Update product support documentation including, but not limited to, User Guide and Frequently Asked Questions (FAQs). Author product information notifications as needed.
- Identify product quality improvements using support data documented during customer and service interactions and communicate to stakeholders.