Manager – Field Application Scientist

As Manager, you will support the NGS FAS team by coordinating and prioritizing field team deployment including presales support, trainings, troubleshooting and shows/conferences related to Twist’s current and upcoming NGS products. This role plays a pivotal role in customer acquisition and satisfaction by enabling the effective use of NGS products and services while fostering a collaborative and high-performing team environment. The manager also works cross-functionally with sales, marketing, and product development to align customer needs with company objectives

What You’ll Be Doing

• Support the FAS team by coordinating and prioritizing field team deployment including presales support, trainings, troubleshooting and shows/conferences;

• Recruit, train, and mentor a team of NGS Field Applications Scientists regarding Twist’s current and upcoming NGS  and targeted enrichment (TE) product portfolio;

• Establish performance metrics and conduct regular evaluations to ensure team excellence.

• Foster a culture of collaboration, professional growth, and technical excellence.

• Manage team schedules, ensuring efficient deployment to meet customer needs.

• Oversee the FAS team's delivery of on-site and remote technical support, troubleshooting, and training to customers using NGS platforms and workflows.
• Ensure the team provides tailored solutions for diverse customer applications, including DNA, RNA, and epigenetics workflows.
• Act as an escalation point for complex technical issues, coordinating with internal R&D and support teams as necessary.
• Working with marketing teams to identify customer facing collateral opportunities and acting as a liaison between groups (technotes, webinars)
• Work with outside vendors (sequencing, automation, reagent) to cross functionally support troubleshooting and customer requests
• Work with marketing and product development teams to provide customer feedback and contribute to new product strategies.
• Develop and implement technical training materials and protocols for the FAS team and customers.
• Track and report key performance indicators (KPIs) related to team activities, such as response times, customer satisfaction, and issue resolution.
• Manage budgets and resources for team operations, including travel and other needs.
• Ensure compliance with company policies and quality standards in all interactions.

What You’ll Bring to the Team

• 5+ years of technical and commercial experience working with NGS products.
• Prior in-depth and hands-on technical experience and understanding of NGS applications, methods, implementation, process, and workflow required.
• MS/PhD in Molecular Biology, Biochemistry or related field.
• Excellent communication and interpersonal skills for customer interaction and cross-functional collaboration.
• Advanced technical knowledge of NGS applications, methods, and instrumentation.
• High self-motivation and must have demonstrated ability to work in a collaborative team environment.
• Excellent verbal and written communication skills.
• Ability to travel up to 50% of the time to support team and customer needs.

Extra Desired Skills

• Prior managerial and/or supervisory experience 
• Cross functional team work
• Synthetic biology knowledge a plus
• Automation knowledge and support is a plus
• Experience of customer support and use of CRM system a plus.

About Twist Bioscience

Twist Bioscience synthesizes genes from scratch, known as “writing” DNA. Just as children learn to both read and write, the next phase of development for the genomics revolution is the ability to write DNA.

At Twist Bioscience, we work in service of people who are changing the world for the better. In fields such as health care, agriculture, industrial chemicals and data storage, our unique silicon-based DNA Synthesis Platform provides precision at a scale that is otherwise unavailable to our customers.

Twist Bioscience Corporation is an Equal Opportunity Employer. Twist Bioscience Corporation provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic characteristics, or any other category protected by law.