At Seer, we are passionate about empowering our customers to expand scientific discoveries and achieve exceptional scientific outcomes. Our team is growing quickly as we develop innovative approaches to solve complex biological questions. And we believe the next frontier in biology is enabled through a clearer and more complete view of the proteome – something that Seer can uniquely deliver. As we build our team, we are looking for collaborative, driven, intellectually curious people who are committed to solving complex challenges. Our culture rewards accountability and cross functional teamwork, because we believe that this enables the kind of breakthrough thinking that will accelerate our mission.
Reporting to the Director of Field Service and Remote Support, the Product Support Scientist will be responsible for providing first level customer support. The Product Support Scientist will work directly with customers to support all contact center activities such as product inquiries, complaint handling, and order support. If you have a science or engineering background, have a solution-oriented mindset and are passionate about the customer experience and thrive working in a fast-paced and agile environment please consider applying!
Responsibilities & Goals
Technical Support
- Provide technical product support to current and prospective customers and respond to requests for product information.
- Provide guidance on system operation and best practices to enable customer success with Seer products.
- Resolve customer issues via phone and other remote support mechanisms.
- Document all customer interactions within the CRM system.
- Troubleshoot and diagnose assay and instrument failures.
- Triage and escalate support requests and create field dispatches for issues which cannot be resolved remotely.
- Create and update product support procedures and create and manage knowledge articles.
Customer Experience
- Develop strong customer relationships built on trust, respect, and empathy.
- Collaborate and communicate effectively with all stakeholders.
- Work closely with internal partners (e.g., Sales, Marketing, Field Service, Field Applications, Operations, Product Development, Quality) to advocate for customer needs and champion successful outcomes.
- Identify, document, and communicate customer feedback.
- Identify and propose new ways to add value to the customer experience.
- Participate on cross-functional teams and represent the voice of customer.
Order Support
- Manage inbound sales inquiries and requests for pricing.
- Receive and process sales orders within the CRM and ERP systems.
- Receive and process requests for product returns, replacements, and credits.
- Actively interface with internal departments to ensure timely delivery of all orders.
- Manage all aspects of the customer ordering process.
Background & Qualifications
- Bachelor’s Degree with a Science or Engineering background.
- Life Science or Medical Device industry experience.
- Exposure to genomics or proteomics workflows, with a focus on liquid handling automation (eg Hamilton STAR, Tecan Evo, Beckman Coulter Biomek).
- Ability to deliver technical information in a clear and effective manner.
- Ability to anticipate customer needs and act with urgency to prevent issues.
- Articulate communication skills, both verbal and written.
- Problem-solving skills and systems thinking.
Preferred Skills and Experience
- Ability to resolve conflict in a positive manner and focus on win-win outcomes.
- Ability to handle difficult customer situations.
- Ability to recognize target audience and tailor communication style accordingly.
- Ability to analyze customer data and identify emerging trends.
- Knowledge of complaint handling processes.
- CRM experience (Salesforce)
- Data analytics and data visualization experience (Power BI)
- Customer-facing experience in the life science or medical device industry.
At Seer, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $90,000 and $145,000, and will depend on the candidate’s education, skills, qualifications, experience, and location. This position is also eligible for bonus, benefits, and participation in Company’s stock option plan.
Seer is an equal opportunity employer that values diversity and inclusion. All applicants will be considered for employment without attention to race, color, national origin, religion, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department at [email protected]. See also (Seer’s EEO Policy) and (Know Your Rights)
Seer is also an affirmative action employer, has an affirmative action plan (“AAP”), and seeks to abide by all applicable state laws and regulations for applicant notifications. For questions about or to view Seer’s AAP, including with respect to veterans and individuals with disabilities, please reach out to [email protected] to schedule a meeting. For additional information on applicant notifications, please visit the links below:
- Family and Medical Leave Act
- Pay Transparency Nondiscrimination Provision
- E-Verify Participation Notice
- Anti-Discrimination Notice/Right to Work
Top Skills
What We Do
At Seer, we develop innovative solutions that act as a gateway to the proteome. Our goal is to empower the scientific community with tools to achieve exceptional scientific outcomes. We do this by removing the technological barriers that stand between breakthrough ideas and the information that can make them a reality.
Over the last 15 years, the fields of genomics and transcriptomics have undergone an explosion in content and discovery, fueled by massively parallel technologies that made large-scale studies possible and tractable. Advancement in those fields have deepened our understanding of biology and ushered in new treatment mechanisms and diagnostics solutions that impact everyday human life.
Similar capabilities have evaded the field of proteomics. As a result, researchers have been forced into a tradeoff: the scale of the study, or the depth of its coverage. Until now.
We’re committed to eliminating the obstacles that have kept proteomics’ potential from matching the pace of advancements we’ve seen in other fields. We believe that unbiased, deep, rapid, large-scale proteomics can, and must, become accessible to the broad scientific community so that we may significantly advance our understanding of biology, health, and disease. And those studies will require solutions that allow us to accurately survey and analyze the full diversity of proteins across individuals, over time.
