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The Position

Your New Team

As a member of the Global Customer Support (GCS) team you will perform advanced second-level troubleshooting and provide guidance to your colleagues on technical resolutions. You will consistently collaborate with cross-functional teams and lead team members participating in or leading design reviews. Furthermore you will provide direction on all project elements to define service requirements for development projects. You will also create and update documentation and curricula and conduct training sessions for internal staff.

Responsibilities What to Expect

As a GCS Mol Labs Specialist (m/f/d) - Bioinformatics you will define your scope of work and operate independently. You are a technical expert for the product(s) and work on complex projects that require extensive knowledge of products and systems. Your responsibilities include:

• Knowledge Management: Maintaining and updating the product-specific knowledge pool ensuring all content is accurate and relevant.

• Process Ownership: Taking responsibility for sub-processes such as e-learning and support documentation as well as defining and adhering to service training and support concepts.

• Field Support: Supporting local and regional service teams on-site and contributing to the rapid resolution of customer issues.

• Training Development: Contributing to training methodologies creating training content and conducting sessions for end customers support staff and trainers.

• Technical Support: Providing 2nd-level support hotlines to minimize system downtime and guarantee swift solutions.

• Certification: Supporting the initial certification and re-certification of instructors and coordinating update training.

• Documentation & Evaluation: Creating and maintaining support and user documentation and participating in Multi-Center Evaluation (MCE) studies.

Qualifications What You Bring to the Table

• Education: A successfully completed degree in Bioinformatics Biostatistics or a related field.

• Experience: Several years of professional experience in a scientific sequencing environment.

• Technical Expertise: Extensive experience in the secondary/tertiary analysis of NGS data and proficiency in interpreting public annotation databases.

• Tool Proficiency: Hands-on experience with tools such as BLAST Bowtie Clustal etc. as well as common algorithms for evaluating sequencing data.

• Soft Skills: Strong communication organizational and logical thinking skills that facilitate smooth interaction with internal stakeholders.

• Mentality: You enjoy developing and delivering training for specialists and technicians. You already possess the necessary methodological and pedagogical skills or are eager to acquire them.

• Mindset: You believe the phrase Im just doing my job doesnt fit a team-oriented approach. You are highly service-oriented and enjoy working for and with customers.

Your Application

Please provide the following documents:

• Current CV / Workday Profile

Note: Additional documents are currently not mandatory. Please ensure your application is complete before submitting as no further documents can be added afterward.

Apply now we look forward to hearing from you!

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