Bionano

• Respond to and triage incoming customer inquiries (phone, email, virtual) with appropriate prioritization and urgency. • Diagnose and resolve technical issues related to Bionano instrumentation, consumables, software, and workflows. • Provide consultative scientific guidance on experimental design, workflow optimization, and product use. • Escalate complex technical issues to Field Applications, Field Service Engineering, or R&D as needed, ensuring timely resolution and follow-up. • Document all customer interactions, complaints, and resolutions accurately in CRM/complaint tracking systems. • Analyze support trends and customer feedback to identify recurring issues and recommend product/process improvements. • Review and contribute to technical documentation including protocols, user guides, application notes, and training materials. • Provide remote and occasional on-site support for customer onboarding, training, troubleshooting, and workflow implementation. • Support pre-sales and post-sales activities, including evaluations, assay optimization, and data interpretation. • Assist with new instrument installation, maintenance, training, validation, and early-stage customer adoption.

• Perform Saphyr and Straty installations, upgrades, preventative maintenance and repairs at customer sites • Diagnose and resolve complex instrument faults minimizing downtimes • Maintain regular, frequent communication with customers/internal partners ensuring resolution leading to customer satisfaction • Collaborate with regional and global FSE, FAS, Sales, Development and Technical Support personnel for team success • Keep up to date on administrative responsibilities such as providing timely and accurate installation/maintenance reports, parts ordering/returns and expense reporting • Provide relevant customer information updates to internal partners in support of BNG goals and provide technical feedback and design suggestions for product improvement. • Engage inaccurate utilization of the company’s customer database (CRM) • Other duties as assigned.