Thermo Fisher Scientific Clinical Support Knowledgebase Manager in Des Moines, Iowa
Clinical Support Knowledgebase Manager
Requisition ID: 155936BR
When you join us at Thermo Fisher Scientific, you'll be part of a smart, driven team that shares your passion for exploration and discovery. With revenues of more than $24 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.
How will you make an impact?
We are currently looking for a Clinical Knowledgebase Manager with a background in Next Generation Sequencing, Clinical Assay Development, and Confluence Database Management to further strengthen our team. This role compliments a field-based team focused on supporting the clinical oncology NGS testing market.
What will you do?
Build and maintain Confluence pages to support colleagues with training, validation and troubleshooting for our Thermo Fisher Scientific / Ion Torrent product portfolio (mainly NGS).
Capture, organize, and disseminate Oncology support marketing, troubleshooting and training material to Clinical Applications teams both in North America and globally.
Actively communicate with other regions supporting Oncology testing via regular conference calls to disseminate technical support information and collect global feedback.
Collaborate with Product Managers to ensure field issues are being effectively communicated internally and that technical product information is delivered to the team.
Monitor and support escalated instrument and assay field cases using internal support tools (e.g. TASER, Ion Inspector) as well as leveraging established internal support teams (e.g. GLAS, R&D).Engage and support Oncology Marketing team to ensure seamless support of Sales partners.
Actively work with the Clinical Concierge to ensure customer sites are prepared for instrument installs and training. Provide back up support as needed.
Compile quarterly reports to summarize escalation support and site usage.
Understanding of CAP/CLIA NYSHS NGS Guidelines for Lab Developed Tests.
Build relationships with similar support teams to promote communication and cross functional relationships.
Understanding the clinical landscape and develop a strategy how to best tackle the clinical markets with Clinical Sales counterparts
Align with other teams in the company on a regular basis
Estimated 25% travel.
How will you get here?
- BA/BS (with experience) or MS degree in Life Sciences, PhD desirable.
Experience in NGS sequencing, Capillary Electrophoresis, qPCR, and RT-PCR.
Experience with Confluence, including building content within the tool.
Previous experience as application specialist desirable (NGS experience desirable)
Knowledge, Skills, Abilities
Understanding of healthcare industry standards, guidelines, and environments
A technically savvy individual who can assess customer clinical needs and implement training and experimental approaches to ensure customer success.
Excellent communication and influencing skills
A problem solver with proven ability to overcome technical hurdles
Ability to understand and articulate complex scientific literature and use extensive complex clinical data as a key factor in the sales process
Working knowledge of bioinformatics and coding is desirable.
Strong drive for success
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $30 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 80,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. For more information, please visit www.thermofisher.com .
Apply today! http://jobs.thermofisher.com
Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.
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