Manager, NGS Field Applications Support - Remote

Overview

As Manager, you will support the NGS FAS team by coordinating and prioritizing field team deployment including presales support, trainings, troubleshooting and shows/conferences related to Twist’s current and upcoming NGS products. This role plays a pivotal role in customer acquisition and satisfaction by enabling the effective use of NGS products and services while fostering a collaborative and high-performing team environment. The manager also works cross-functionally with sales, marketing, and product development to align customer needs with company objectives.

In Short

• Support the FAS team by coordinating and prioritizing field team deployment including presales support, trainings, troubleshooting and shows/conferences;
• Recruit, train, and mentor a team of NGS Field Applications Scientists regarding Twist’s current and upcoming NGS and targeted enrichment (TE) product portfolio;
• Establish performance metrics and conduct regular evaluations to ensure team excellence.
• Foster a culture of collaboration, professional growth, and technical excellence.
• Manage team schedules, ensuring efficient deployment to meet customer needs.
• Oversee the FAS team's delivery of on-site and remote technical support, troubleshooting, and training to customers using NGS platforms and workflows.
• Ensure the team provides tailored solutions for diverse customer applications, including DNA, RNA, and epigenetics workflows.
• Act as an escalation point for complex technical issues, coordinating with internal R&D and support teams as necessary.
• Working with marketing teams to identify customer facing collateral opportunities and acting as a liaison between groups (technotes, webinars).
• Work with outside vendors (sequencing, automation, reagent) to cross functionally support troubleshooting and customer requests.
• Work with marketing and product development teams to provide customer feedback and contribute to new product strategies.
• Develop and implement technical training materials and protocols for the FAS team and customers.
• Track and report key performance indicators (KPIs) related to team activities, such as response times, customer satisfaction, and issue resolution.
• Manage budgets and resources for team operations, including travel and other needs.
• Ensure compliance with company policies and quality standards in all interactions.

Requirements

• 5+ years of technical and commercial experience working with NGS products.
• Prior in-depth and hands-on technical experience and understanding of NGS applications, methods, implementation, process, and workflow required.
• MS/PhD in Molecular Biology, Biochemistry or related field.
• Excellent communication and interpersonal skills for customer interaction and cross-functional collaboration.
• Advanced technical knowledge of NGS applications, methods, and instrumentation.
• High self-motivation and must have demonstrated ability to work in a collaborative team environment.
• Excellent verbal and written communication skills.
• Ability to travel up to 50% of the time to support team and customer needs.

Benefits

• Prior managerial and/or supervisory experience.
• Cross functional team work.
• Synthetic biology knowledge a plus.
• Automation knowledge and support is a plus.
• Experience of customer support and use of CRM system a plus.