Manager of Scientific Applications Support

Supervises and directs Scientific Applications Specialist associates, including employee hiring, training, evaluations and discipline.
- Ensures that departmental goals and objectives align with the overall strategic direction of IDT; uses effective method(s) to monitor and review progress.
- Evaluates and implements new or improved technical support processes and workflows; works with global SAS and Service management to coordinate across sites and business units as needed.
- Analyzes CRM case data to identify common product inquiries and complaints; uses this information to develop new business processes, customer messaging strategies, and/or employee resources to enable timely and effective resolution.
- Applies DBS tools and principles to improve efficiency and drive KPI achievement.
- Identifies, monitors and analyzes performance measures to make recommendations to upper management regarding staffing requirements, efficiency improvements and performance standards.
- Provides guidance and specific feedback to assist with employee projects, problem solving and professional development.
- Handles escalated problems, complaints and personnel issues.
- Gathers information and shares customer insight to support product development and selling strategies.
- Represents the voice of the customer and needs of global Applications Support personnel during the product launch process.
- Works closely with Marketing to supplement or improve scientific content for marketing materials, product literature, etc.
- Monitors product related issues and escalates to R&D, QA, Product Managers or Sr. Management as needed.
- Works with R&D, Product Managers, manufacturing, and other internal departments to provide input on new products or services.
- Develops and delivers training for IDT processes and projects as needed.
- Represents the scientific and commercial interests of IDT at conferences, workshops and customer visits.
- Demonstrates behavior consistent with the Integrated DNA Technologies Core Values.
- Performs other duties as assigned.

**The essential requirements of the job include**:
**Education, Licensure, Certification, Registration **(required)
- Bachelor's degree in Life Science (biology, biochemistry, molecular biology, etc) with equivalent IDT experience or 2 years external management experience in a similar position

**Professional Experience **(required)
- Previous experience in Scientific Applications Support role, or equivalent scientific support role, is required.
- Experience in a Customer facing role/capacity or equivalent Commercial backgroun**d**:

- Experience with Core/GWE data analysis methods, approaches and troubleshooting is required.

**Knowledge, Skills, and Abilities **(required)
- Ability to analyze data, identify key issues, and solve problems using critical thinking skills.
- Skill to critically review and accurately interpret data provided by the customer during the troubleshooting process.
- Ability to comprehend, interpret, and convey relevant scientific information.
- Capable of understanding and articulating complex scientific, interpersonal, regulatory and business issues.
- Ability to search current scientific literature for potential relevant methods and techniques to acquire necessary information to fill technical gaps.
- Ability to effectively communicate, both orally and in writing, to customers and colleagues.
- Ability to multitask and adjust priorities in a quick paced environment.
- Ability to keep key personnel informed and up-to-date of imminent issues.
- Ability to probe skillfully to get the facts when others are averse to providing detailed information.
- Ability to work independently or collaboratively in a group.
- Adaptability to performing a variety of duties, often changing from one task to another without loss of efficiency or composure.
- Ability to maintain both a high standard of courtesy and cooperation in dealing with co-workers.
- Adaptability to accepting responsibility for the direction, control or planning of an activity.
- Demonstrated ability to professionally and concisely present commercial, scientific, technical information
- Ability to make decisions in a changing environment and anticipate future needs.
- Strategic, critical but creative thinker
- Results oriented
- proven ability to deliver results.
- Exceptional written, oral, interpersonal and presentation skills. Ability to effectively communicate with all levels of associates and adapt communication appropriately tailored to the audience.

**It would be a plus if you also possess**:
**Education, Licensure, Certification, Registration **(preferred)
- Master's degree or Ph.D. in Biology, Chemistry or related science field strongly preferred

**Professional Experience **(preferred)
- Previous Management or leadership experience in a scientific support or applicable role is preferred

When you join us, you'll also be joining Danaher's global organization, where 80,000 people wake up every day de