As a Product Transfer Scientist based at our Headquarters in Pleasanton, CA (remote opportunities are negotiable) you will be at the center of innovation that builds and maintains an optimal Customer Experience. As a key member of the Support Team, you will assist in the development and continuous improvement of commercial processes to ensure that 10x Customers are supported beyond their expectations.
About the Role:
- Represent Technical Support as a Core Team member within 10x’s Product Development Teams. Be the advocate and Voice of the Customer and Voice of Global Support to elevate the Customer Experience
- Be the Subject-Matter Expert (SME) leading Global Product Support Teams composed of Regional SMEs in Technical Support.
- Provide advanced Support to other members of the Technical Support Group for resolution of complex cases.
- Responsible for technical knowledge transfer to the Global Support Teams that provide direct Application Support (product information, troubleshooting, complaint handling) to our Customers, Distributors, and Field Applications Team.
- Manage escalated Support Cases within the Escalation Process to reach solutions. Lead the collaborations with Escalation Partners in R&D, Product Management, Manufacturing, Engineering, and Quality as needed
- Create Customer training materials in preparation for product launch
- Train the Global Support Team on new products and on-market product updates
Minimum Qualifications:
- BA/BS with 5 years of experience, MS or PhD with 2-5 years experience in Molecular Biology or Genetics
- Hands-on experience with life science tools and genomics technologies, including sample preparation, NGS library generation, and Next-Gen Sequencing for Single Cell RNA-seq or Spatial Transcriptomics
- Outstanding written, verbal communication and interpersonal skills
- High level of organization, multitasking, and attention to detail
- Proficiency with MS Office and Google Workspace
Preferred Skills:
- Customer Support experience including work with omni-channel Support platforms
- Product Development experience, highly desirable
- Project Management skills and experience
- Experience with cell handling: cell culture, cell sorting, bead-based enrichment, and single cell assays highly desirable
- Experience with tissue handling: tissue isolation, snap-freezing, fixation, FFPE, cryostat or microtome sectioning, immunostaining (IF/IHC), in situ hybridization (ISH), and histology highly desirable
- Experience with imaging systems, imaging techniques, and image processing
- Willing to travel up to 10%
- Salesforce and Zendesk experience highly desirable
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About 10x Genomics
At 10x Genomics, accelerating our understanding of biology is more than a mission for us. It is a commitment. This is the century of biology, and the breakthroughs we make now have the potential to change the world.
We enable scientists to advance their research, allowing them to address scientific questions they did not even know they could ask. Our tools have enabled fundamental discoveries across biology including cancer, immunology, and neuroscience.
Our teams are empowered and encouraged to follow their passions, pursue new ideas, and perform at their best in an inclusive and dynamic environment. We know that behind every scientific breakthrough, there is a deep infrastructure of talented people driving the life sciences industry and making it possible for scientists and clinicians to make new strides. We are dedicated to finding the very best person for every aspect of our work because the innovations and discoveries that we enable together will lead to better technologies, better treatments, and a better future. Find out how you can make a 10x difference.
Individuals seeking employment at 10x Genomics are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation, or any other characteristic protected by applicable law.
10x does not accept unsolicited applicants submitted by third-party recruiters or agencies. Any resume or application submitted to 10x without a vendor agreement in place will be considered unsolicited and property of 10x, and 10x will not pay a placement fee.
