Job Title: Product Application Specialist (Genomics & IVF Solutions)
Location: Thailand (extensive travel required - 50%)
Role Summary
We are seeking a highly motivated and self-driven Application Specialist with strong technical expertise to join our team at Genea Biomedx. This role focuses primarily on genomics solutions (Genie sequencing platform, PGT testing) with potential expansion into IVF laboratory products. The ideal candidate will be a technical expert capable of managing their own tasks, constantly striving for continuous improvement, and assisting clinics and laboratories in understanding and utilizing our products effectively. You will serve as the critical bridge between our cutting-edge technology and clinical applications, supporting customers across APAC regions.
Key Responsibilities
1. Genomics Wet Lab Support & Implementation
- Lead hands-on wet lab activities for genomics solutions:
- Sample preparation workflows
- Library preparation protocols and optimization
- DNA extraction and quality control procedures
- NGS workflow setup and validation
- Perform validation studies at customer sites
- Conduct protocol optimization and troubleshooting for laboratory workflows
2. Software Application Support
- Provide expert support for software and bioinformatics platforms:
- Train customers on software navigation and data interpretation
- Troubleshoot software-related issues and coordinate with software team for escalations
- Assist with software updates and new feature adoption
3. Remote Customer Support & Troubleshooting
- Provide remote technical support to international clients via:
- Video conferencing
- Remote support
- Phone and email assistance
- Diagnose and resolve complex technical issues
- Maintain detailed case documentation
- Achieve first-call resolution targets and customer satisfaction KPIs
- Available for urgent support requests across multiple time zones
4. On-Site Training & Implementation
- Deliver comprehensive on-site training to laboratory staff, embryologists, geneticists, and clinicians:
- Lead end-to-end implementation of genomics solutions:
- Ensure smooth transition from installation to routine clinical use
- Support laboratory accreditation processes
5. Workshop Facilitation & Group Training
- Design and facilitate regional workshops for multiple customers
- Conduct hands-on training sessions at Genea Biomedx facilities or customer sites
- Develop training materials, SOPs, and educational resources
- Create video tutorials and online training modules
6. Pre-Sales Technical Support & Demonstrations
- Partner with sales teams to provide technical expertise during:
- Product demonstrations and live workflow presentations
- Proof-of-performance (POP) studies at prospective customer sites
- Technical proposal development and tender responses
- Competitive product comparisons and positioning
- Conduct site assessments to determine customer readiness and requirements
- Participate in conferences as technical expert
7. IVF Product Support
- Provide application support for IVF laboratory products
- Support product implementation and staff training at IVF clinics
- Assist embryologists in understanding and utilizing products effectively
- Work closely with the team to ensure excellence in service delivery
8. Product Feedback & Continuous Improvement
- Act as the voice of the customer to internal product and R&D teams
- Systematically collect and report customer feedback on:
- Product performance and reliability
- Workflow usability and efficiency
- Feature requests and unmet needs
- Competitive intelligence
- Focus on continuous improvement
Requirements
Education & Experience
- Bachelor's or Master's degree in Molecular Biology / Genetics / Genomics, Biomedical Science / Biotechnology, Clinical Laboratory Science, Embryology or Reproductive Medicine (for IVF product support)
- Minimum 5+ years of hands-on experience in: Clinical genomics laboratory (required), Next-generation sequencing (NGS) platforms and workflows, Molecular diagnostics or genetic testing
- IVF laboratory experience (2+ years preferred) for dual genomics/IVF role
- Previous experience as Field Application Scientist or Technical Specialist highly valued
Desired Experience
- Experience working with distributors and channel partners in international markets
- Track record of successful customer implementations and high satisfaction scores
- Experience in multicultural environments and diverse healthcare systems
- Previous experience delivering workshops and group training sessions
- Experience with pre-sales technical support and product demonstrations
