Senior Global Product Support Scientist 

By joining 10X Genomics, you can become an integral part of helping enable our customers to expand the ways they explore, discover, process and innovate in the field of genomics.

As a Senior Global Product Support Scientist, you play a significant role within the Customer Support organization serving as a subject matter expert (SME) and global escalation partner to our regional team members, ensuring they can deliver world-class service and support and enabling our customer’s success across 10x products and applications. This role requires the ability to resolve technically complex issues, working closely with cross-functional teams, advocating for customer needs, and participating in sustaining and lifecycle management (LCM) core teams to maintain and improve product quality and customer satisfaction.

What you will be doing:

• Creating, releasing and continuously improving globally-aligned service and support policies and procedures. Serving as procedure owner representative on any planned and unplanned organizational audits (e.g., ISO, SOX, FDA).  
• Representing Global Product Support as a core team member within 10x’s product sustaining teams, providing expertise and advocating on behalf of our regional team members to elevate the customer experience.
• Analyzing, trending, and communicating key issues and complaints and the impact they have on overall product health metric performance, and customer satisfaction across 10x products and applications.
• Providing advanced and escalated global product support to regional team members and our customers, ensuring timely resolution of complex cases.
• Initiating, consulting, and leading product support continuous improvement discussions and workshops with cross-functional SME partners to improve product reliability, performance, and life cycle management.
• Owning technical product and process knowledge transfer to the regional support teams that directly engage with our distributors, and customers.
• Supporting the development of a cohesive service and support CRM, resource planning models, cost to service calculator, spare parts and logistics optimization tools. 

Minimum Requirements:

• BA/BS with 7 years of experience, MS or PhD with 5-7 years experience in a scientific discipline (e.g. life science, medical device, laboratory equipment, healthcare technology companies). 
• Proven expertise in providing product support for laboratory assays or instruments.
• Strong problem-solving skills displayed while managing complex technical issues and escalations.
• Strong analytical skills demonstrated while applying various root cause methodologies.
• Excellent communication and interpersonal skills.
• Experience in training team members on new products, processes and change management.
• Strong project management skills evidenced while executing high-impact projects independently.
• Familiarity with SaaS support platforms and integrations (e.g SFDC, Zendesk, Jira, ServiceMax).
• Willing to travel up to 25%

Preferred Qualifications

• Research or clinical laboratory instrumentation and applications, medical devices, or healthcare IT technology product support experience.
• Hands on Illumina sequencing library preparation and troubleshooting.
• Cell culture, cell sorting, and single cell PCR or RNASeq experience.
• Extensive experience in Technical Support, Field Application Scientist, or related role.
• PMP Certification.