background image showing a female scientist wearing lab coat, gloves, and safety glasses, looking down as she looks at her analysis.

Field Application Scientist -Bioinformatics

Natick, MA | Full-time      

Job purpose:

The Field Application Scientist -Bioinformatics role, will be instrumental to Pillar’s growing commercial effort by providing professional field, bioinformatics support and customer service. This role will anticipate customer needs by providing software trainings, answering technical questions, driving the custom panel design channel, and working with regional sales team members on pre-and post-sale account activity. This position additionally acts as an liaison between customer-facing commercial and internal operations, such as software and product management. The Bioinformatics Field Application Scientist will report to the Director of Service and Support.

Duties and Responsibilities

  • Understand and explore data patterns. Discover new statistical ways to interpret data.
  • Deep understanding of statistical methods including but not limited to Bayes’ theorem, Hidden Markov Model, etc.
  • Translate product ideas into defined data science challenges and solve them.
  • Design and deploy algorithms and machine learning systems backing product development.
  • Assist with big data analysis implementation and cluster computation including but not limited to Celery, Hadoop, Spark, etc.
  • Help optimize software performance and improve algorithm accuracy. Contribute to production code base.

Pre-and Post-Sale software support and training

  • Deliver scientific presentations and live demos showcasing Pillar Biosciences software solutions and data analysis capabilities
  • Provide expert understanding and strong technical competency in discussing Pillar Biosciences software solutions
  • Analyze sequencing data for customer data reviews and troubleshooting
  • Conduct customer data reviews virtually and occasionally onsite
  • Troubleshoot customer sequencing data when needed
  • Cultivate relationships and engage in scientific discussions with customers
  • Work with other members of the FAS team to ensure positive customer experiences.

Custom Assay Design

  • “own” the commercial and support side of the custom design process
  • Liaise with customer and internal teams for custom panel designs
  • Work with customers to gather relevant information for submitting custom panel design
  • Manage incoming and active custom panel requests and project timelines.
    Manage CRM systems data input and reporting
  • Maintain and regularly update case reporting within Salesforce, SAP and other internal CRM systems for commercial reporting
  • Recording appropriate documentation and forms for all customer interaction.

Manage CRM systems data input and reporting

  • Maintain and regularly update case reporting within Salesforce, SAP and other internal CRM systems for commercial reporting
  • Recording appropriate documentation and forms for all customer interaction.

Support customer conflict resolution

  • Listening to customer concerns and complaints with goal of identifying the root cause and solution to problem
  • Collecting and providing background information as necessary to facilitate quick turn-around time for customers
  • Select and communicate appropriate responses to customer issues.-Respond promptly to customer inquiries
  • Always maintain a positive and professional attitude toward customers.

Communicate and coordinate with colleagues across departments

  • Support Sales team in technical discussion, presentations and meetings with customers
  • Network with customer to provide feedback to product development and product management on customer requirements and custom applications
  • Keep records of customer interactions, transactions, feedback and complaints
  • Participate in and record team/company meetings and trainings
  • Liaise between customer, sales team, product management, software and other internal departments.


    • Advanced degree in life sciences or equivalent, 3+ years experience working with NGS data, bioinformatics, computational biology or equivalent.Data Science, Computer Science, Engineering, Physics, Mathematics or

Experience, Knowledge, Skills and Responsibilities:

  • Previous customer-facing experience
  • 3+ years experience working with NGS data analyses
  • Solid Understanding of principles of genomics, NGS data analytics, and bioinformatics
  • Proficient at conveying information through virtual platforms
  • Strong written and verbal communication skills-Positive, empathetic and professional “can do” attitude
  • Ability to adapt to fast-paced work environment, multitasking and keeping focus on customer needs.-Proficiency with computer operating systems, Microsoft Office Suite, Outlook, etc.
  • CRM Management experience, SAP or comparable systems a plus
  • Willingness to learn and understand the technical and commercial aspects of the goods and services offered by Pillar
  • Flexibility in work schedule and changing departmental needs as dictated by customer requirements
  • Willingness to travel to Pillar corporate office in Natick, MA on semi-regular basis and occasional travel to customer sites and trade shows.

We offer a competitive compensation and benefits package that includes medical and dental insurance, paid vacation, 401(k), and more. For more information visit Pillar Biosciences Inc. is an Equal Opportunity Employer.

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