Customer Services Specialist, Wetlab Lead - Rolle, Schweiz - SOPHiA GENETICS

Beschreibung

We strongly believe in approaching healthcare decisions in a more intelligent, data-driven manner. SOPHiA GENETICS (NASDAQ: SOPH) merges genomics, radiomics, clinical, and other data types using our exclusive SOPHiA DDM platform to aid healthcare providers and patients worldwide in the battle against cancer and rare hereditary diseases. Currently, we're on the lookout for a Customer Services Specialist, Wetlab Lead to join our Rolle team.

As the Customer Services Specialist, Wetlab Lead, your role will involve managing customer cases, guiding customers through workflows for success, analyzing client data, and creating/updating support materials. You'll collaborate closely with bioinformatics services, wet lab teams, and level 3 IT resources to enhance the resolution rate and efficiency of client support cases.

Your Impact:

• Help customers troubleshoot and resolve issues related to NGS workflows.
• Proactively ensure customer success with our products.
• Act as the first point of contact for supply chain issues.
• Identify and address client issues remotely or onsite as required.
• Offer consultancy on best practices for NGS usage.
• Deliver short client trainings on-demand to facilitate SOPHiA platform use.
• Participate in Root Cause Analysis (RCA) for similar client issues.
• Contribute to creating new PS offerings business cases.
• Diagnose and resolve customer problems, ensuring satisfaction through follow-up.
• Engage in cross-functional team meetings to align on customer needs and product advancements.

Qualifications:

Your Background:

• Advanced degree in life sciences, computer sciences, or related field.
• Minimum 4 years' hands-on lab experience with NGS technology.
• Prior experience in a client-facing Support role, preferably NGS-focused.
• Experience in automation would be advantageous.
• Proficiency in English is mandatory.
• Familiarity with bioinformatics tools and genomic data analysis is desirable.

Perks:

By joining us, you'll be part of an organization where each decision and action is centered around the patient, driven by a compelling purpose fueling exponential growth.

• A flexible, welcoming, and globally diverse work environment fostering collaboration.
• An inspiring mission that merges science and technology to directly impact patients with severe illnesses.
• Opportunities for personal growth and development in a rapidly expanding company.
• An intriguing technical challenge to tackle using cutting-edge technologies like cloud computing, Big Data, DevOps, and machine learning.

The Application Process:

Submit your CV along with any supporting materials. All resumes MUST be in English for a successful review.