Senior Field Application Scientist, EMEA

Deepcell’s cutting edge technologies are at the intersection of biomedical engineering, artificial intelligence, and single cell multiomics. We are a fast-growing, series B Stanford spin-off company that has developed a unique platform for use in research, diagnostic testing, and therapeutics. We combine microfluidics, imaging, deep learning, and genomics to identify, isolate and analyze live, single cells. Our technology addresses diverse applications in the life sciences. We are a small team of passionate innovators in biomedical engineering, artificial intelligence, molecular biology, and genomics. Our technology has won multiple prestigious awards and is backed by top-tier venture capitalists in Silicon Valley. Deepcell is an AI-powered platform that analyzes, classifies and isolates label-free, viable cells based on their visual features for use in basic and translational research across the life-sciences industry. We are looking for an experienced field application scientist to joining our expanding customer success operations in Europe.
The Senior Field Application Scientist position is responsible for enabling customer success within their EMEA territory. As a Sr. FAS you will be engaging with customers daily and delivering system trainings at customer sites, providing experimental design, data analysis, logistical, and troubleshooting support across your territory. This individual will serve as a scientific consultant during pre- and post-sales activities and will collaborate with the broader commercial team to maximize sales growth and customer satisfaction. This position also serves as a mentor and trainer to new and fellow FAS on the Customer Success team. The role requires excellent communication, time management, situational awareness, troubleshooting, collaboration, and composure under pressure. You will be expected to build and maintain strong relationships across territory Service and Support teams, Sales, Marketing, and internal Bio/Science teams. The primary goals of this position is to ensure rapid adoption and maximum customer success with Deepcell’s products for both external customers and the internal FAS team.

Responsibilities

• Lead new product development through alpha and Beta tests as well as be the conduit of customer feedback to Systems Support and Core Teams
• Lead new and Beta installations, including facility inspections and instrument validation
• Lead and conduct on-site customer trainings on Deepcell’s technology and continuously improve and streamline such trainings
• Identify, document, communicate, and follow up with customer issues; complaints or concerns to management and improve and streamline the feedback loops
• Is the main point of contact between the customer and company to keep customers apprised and trained on advancements in Deepcell technology and software
• Lead projects that contribute to white papers and documentation with the goal of expanding support content
• Create and maintain positive working relationships with customers to manage expectations while satisfying the customer’s needs and train other Customer Success teams to do the same
• Gather and deliver strategic and competitive customer feedback, communicating customer use cases beyond initial product scope to Marketing and Product Development teams
• Be the lead CS Rep for field sales team at trade shows, seminars, and technical symposiums (including presentations and networking with thought leaders)
• Handle stressful situations with poise and composure as well as train other FAS to do the same
• Lead departmental project teams and meetings; work collaboratively to execute project plans
• Prioritize tasks and responsibilities to achieve departmental key performance metrics for the entire FAS team
• Represent the company professionally, ethically, and morally at all times

Minimum requirements

• Extensive experience in molecular biology, biochemistry, genomics or genetics
• Demonstrable knowledge and experience with cell workflows and data analysis software
• Clear vision of and commitment to providing outstanding customer service
• Excellent organizational, analytical, and systematic troubleshooting skills
• Strong written and verbal communication skills
• Outstanding presentation and training skills
• Ability to maintain records in CRM for customer sites and provide high level feedback to management
• Willingness to travel up to 80%
• Experience with lab or liquid handling automation with microfluidics
• Ability to operate as an independent contributor and as a cooperative member of a team
• Ability to successfully operate in a fast paced, rapidly changing environment

Helpful, but not required

• Ph.D. or equivalent experience preferred (e.g. BA/BS with approx. 5 years of experience, MS with appr