Customer Services Specialist, Wetlab Lead

We believe that there is a smarter, more data-driven way to make decisions in healthcare. SOPHiA GENETICS (NASDAQ: SOPH) combines genomics, radiomics, clinical, and other data modalities through our propriety SOPHiA DDM platform to help healthcare professionals and patients across the world in the fight against cancer and rare and inherited diseases. To help us achieve our ambitious mission, we are now searching for a Customer Services Specialist, Wetlab Lead, to join our team in Rolle. 

As our Customer Services Specialist, Wetlab Lead you will be responsible for managing customer cases, guiding customers to success with the workflows, analyzing client data, and creating /updating support documentation. You will work closely with the bioinformatics services, wet lab teams and level 3 IT resources to train and share knowledge to improve the resolution rate and time of client support cases. 

The value you add: 

• Assist customers with troubleshooting and resolving issues related to NGS workflows, including sample preparation, library construction, sequencing, and initial data interpretation. 
• Proactively follow up with customers to ensure they are achieving success with our products. 
• First point of contact for supply chain related issues 
• Identify, investigate, troubleshoot client issues remotely or onsite if needed  
• Acts as a consultant to advise on best practices in using NGS. 
• Provide on demand short client trainings to facilitate the use of SOPHiA platform, when applicable  
• Identify similar client issues and request and participate in Root Cause Analysis (RCA) as needed  
• Search knowledge base for known solutions and create documentation for solutions that are not documented  
• Help build business cases for new PS offerings, when applicable 
• Resolve customer issues by diagnosing problems, offering solutions, and providing follow-up to ensure customer satisfaction.  
• Participate in cross-functional team meetings to ensure alignment on customer needs and product developments. 

Requirements

The experience you bring: 

• Advanced degree in life sciences, computer sciences or related field  
• 4+ years’ experience hands on in the lab with NGS technology 
• Experience in a client facing Support role, ideally focused on NGS 
• Automation experience would be a plus 
• Must be fluent in English  
• Familiarity with bioinformatics tools and genomic data analysis is a plus. 

Benefits

You will be joining an organization with the patient at the heart of every decision and action, driven by purpose as we drive exponential growth.

• A flexible, friendly and international working environment with a collaborative atmosphere
• An exciting company mission that brings together science and technology to directly impact the lives of patients with life threatening illness.
• A fast-growing company with plenty of opportunity for personal growth and development
• A hard technical challenge to solve with exciting modern technology – cloud computing, Big Data, DevOps, machine learning

The Process

Apply now with your CV and any supporting information. All resumes MUST be in English for a successful review.