NGS Technical Support Scientist I/II

New England Biolabs is seeking an on-site NGS Technical Support Scientist I/II for our ever-growing Next Generation Sequencing Product line. In this role you will leverage your exceptional communication skills and knowledge to discuss science and provide stellar support.  NEB’s Technical Support Scientists continually learn and expand on the fundamental science our products support. We also engage in customer-facing activities including phone calls, in-person trainings, webinars, and site visits. The team works with functional groups across the business including Marketing and Sales to provide the high level of technical and customer service NEB is known for.

NEB has provided products and technical expertise to biological sciences for 50 years and was created by scientists for scientists with the core principles of being passionate, humble, and genuine. Through these values we prioritize the advancement of science, stewardship of the environment, and giving back to the world around us to build a more equitable and sustainable society. We encourage you to consider joining our efforts if you identify with these principles and thrive in an inclusive team environment that supports a growth mindset.

Primary Responsibilities:

• Professionally triage customer issues and resolve technical questions for our NGS product portfolio,

• Deliver in-depth technical support by responding to dynamic technical inquiries from customers, NEB Field Staff, International Subsidiaries, and Distribution Partners.

• Collaborate with Marketing, Development and Production teams to curate and deliver engaging technical information in the form of manuals, marketing materials and product information on the NEB.com website. 

• Track and communicate customer trends to other departments to inform future product development and direction.

• Develop and deliver technical product training for internal and external audiences.

• Professional growth through mentorship, weekly scientific seminars, attending skill workshops, and conferences. Opportunities to understand global business through collaboration with our 10 international subsidiaries.

• Bring your vision and creativity to identify areas of department growth and implement with manager and team support.

• Perform other duties as needed including design and maintenance of technical support systems including Salesforce CRM.

Required Qualifications and Experience:

• Bachelor’s degree in biochemistry, genetics, molecular biology or a related discipline; advanced degree preferred.

• Hands on experience with Next Generation Sequencing workflows and molecular biology techniques.

• Excellent teamwork and communication skills at all levels.

• Strong interpersonal skills as this role connects to many other departments.

• Superior organizational skills to effectively manage and deliver on short term and long-term projects efficiently.

• Experience in a service-related customer-facing role

• High level of self-motivation

Preferred Qualifications and Experience:

• 2-5 years relevant experience.

• Previous technical support experience.

EEO Statement

New England Biolabs is committed to fostering a diverse and inclusive community; as an EEO/AA employer, New England Biolabs considers applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability. More in-depth details of EEO are available here.

Information regarding New England Biolabs commitment to Diversity, Equity and Inclusion can be found here.

New England Biolabs is a participating employer in the Employment Verification (E-Verify) program.

OFCCP’s pay transparency policy can be found on OFCCP’s website at www.dol.gov/ofccp

If you need an accommodation for any part of the employment process because of a medical condition or disability, please send an email to [email protected] or call 978-927-5054 to let us know the nature of your request.