Technical Sales Support Specialist -… at The Jackson… · Shanghai

Technical Sales Support Specialist - China Based

Location: Shanghai, China

The Technical Sales Specialist will report to the Commercial Leader in China and is responsible for driving sales growth and building customer relationships across China vis-a-vis understanding their needs and expectations. Day-to-day tasks include building client relationships, providing technical support, raising awareness for JAX’s portfolio, and delivering technical presentations (live or virtual). The role will require collaboration with internal teams and distributor partner(s) to ensure customer satisfaction and the achievement of sales objectives. The Technical Sales Specialist will work closely with the internal China team and JMCRS USA to contribute to commercial strategies and provide ongoing support across the product portfolio. In this position, you will serve as JAX technical and scientific resource in China to assist in the refinement of China’s sales strategy and tactical approach throughout China.

This exciting and dynamic role is crucial to our company’s success.

Essential Job Functions

1. Customer Support:

• Provide technical support to researchers and distributor partner(s) by answering customers' technical questions about the company's products and applications (via phone, email, remote, or on-site).
• Assist customers in troubleshooting technical issues with experiments (i.e. strain selection based on genetics and phenotype), provide solutions and ensure concerns are resolved satisfactorily to maintain high levels of customer satisfaction. Document all customer issues in CRM system.
• Master and deliver product presentations in the field or virtually with support from the JMCRS commercial team, including education and resources supporting mouse-based research.
• Travel to customer sites or customer-facing events and assist in providing product and educational specific presentations with expertise to improve researchers’ technical competence, as needed (no more than 1/ quarter).

2. Sales Support:

• Assist with sales activities to visit customers, help identify customer needs, and provide technical support to promote sales and use of mouse models and related services. This support includes development of sales support materials, development of sales and customer training programs, and all other sales support related projects as assigned.
• Develop or edit scientific literature including white papers, model overviews, fliers/handouts, web articles and literature reviews, as needed.
• Work with the Commercial Leader who will identify key account targets to approach and build long standing relationships to address their unique needs as part of the China strategic annual plans.

• Become knowledgeable of accounts and alert management to any potential concerns.
• Collaborate closely with the JMCRS team to relay customer issues and propose improvements.

3. Marketing & Product Support:

• Assist the JMCRS team with product launches, technical promotions, and participate in technical seminars and exhibitions.
• Regularly update internal and external product documents to accurately reflect product information and technical specifications.
• Support new product development and improvement based on market feedback and provide user experience reports.
• Track and analyze trends in customer technical issues and propose continuous improvement suggestions.
• Provide JMCRS team with timely reports on recommendations, insights (based on customer feedback), and concerns that can aid JAX product performance and/or customer experience improvements.
• Complete training as identified by JMCRS

Qualifications:

• Master’s degree, PhD is a plus, with 4+ years’ experience in biotechnology, life sciences, molecular biology, biochemistry, or related fields.
• Laboratory experience and technical background, with a preference for mouse genetics, will be considered
• Strong customer service and communication skills, able to efficiently solve problems and provide technical support.
• Research experience in cancer, immunology, autoimmunity/inflammation, neurobiology, or metabolic disease is an asset
• Ability to work under pressure and handle multiple tasks.
• Team player with cross-department communication skills.
• Excellent scientific presentation skills.
• Strong problem-solving skills
• Ability to travel up to 25%
• Self-driven and capable of working independently in a remote environment
• Exceptional written and verbal communication skills and Customer Service abilities to engage clients effectively
• Experience providing Technical Support and explaining technical solutions to various audiences
• Fluency in English and Chinese (Mandarin)

This position is responsible for providing high-quality technical support to customers, resolving technical issues in product applications, and ensuring customer satisfaction with the company's products. As a bridge between customers and the company, you will work closely with R&D, sales, and product managers to help customers successfully apply our products.

About JAX:

The Jackson Laboratory is an independent, nonprofit biomedical research institution with a National Cancer Institute-designated Cancer Center and nearly 3,000 employees in locations across the United States (Maine, Connecticut, California), Japan and China. Its mission is to discover precise genomic solutions for disease and empower the global biomedical community in the shared quest to improve human health.

Founded in 1929, JAX applies over nine decades of expertise in genetics to increase understanding of human disease, advancing treatments and cures for cancer, neurological and immune disorders, diabetes, aging and heart disease. It models and interprets genomic complexity, integrates basic research with clinical application, educates current and future scientists, and provides critical data, tools and services to the global biomedical community. For more information, please visitwww.jax.org​​​​​​​.

EEO Statement:

The Jackson Laboratory provides equal employment opportunities to all employees and applicants for employment in all job classifications without regard to race, color, religion, age, mental disability, physical disability, medical condition, gender, sexual orientation, genetic information, ancestry, marital status, national origin, veteran status, and other classifications protected by applicable state and local non-discrimination laws.