Manager of Scientific Applications Support- Apac

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 determined to help our customers win. As an associate, you’ll try new things, work hard