Impact In This Role

This role is one that creates an amplifying effect for the US based Sales team, enabling them to devote more of their time and energy to customer visits.  Fictiv is a fast-paced company and typically customers come to us with urgent needs.  The ability to service our customers in a quick manner is a key to our company's success.  

You will collaborate with cross-functional stakeholders to produce a higher level of sales conversion rates.  

You will report to the Costing and DFM team lead in Guangzhou.

What You’ll Be Doing

• Support an American based business unit of account executives with management of mission critical administrative tasks including, but not limited to:
• Maintaining and updating customer design files in the Fictiv ERP and CRM systems,
• Maintaining the order information in Fictiv’s system
• Collaborate with US sales team and China costing & DFM team for the 
• BOM management, File management, communication management etc
• Support some programs system management in the whole life cycle
• Support some system improvement project, collect the feedback from the engineers and provide that to the production team, follow up the project to the end.
• Providing customer coverage and quoting support for account executives when they are out of the office or otherwise indisposed

Desired Traits

• 1-3 years relevant experience(better to have)
• BS/BA degree preferred (better to have)
• Manufacturing or international logistic or international trade or English major educational background (should have)
• Unparalleled verbal and written communication ability (Must have)
• Detail oriented and strong organizational skills (Should have)
• English fluency in reading and writing.  Moderate English proficiency in speaking and listening (Must have)
• Demonstrated expertise with modern sales tools (CRM and ERP) (better to have)

Perks and Benefits

Housing fund, and social insurance, commercial insurance for employee and your child

Annual leave, paid sick leave

Team celebrations

Annual training opportunities including English learning, technical skills certifications,

Yearly health check-up

And much, much more!

Interested in learning more?  We look forward to hearing from you soon.

职位概述

该职位需要一位兼具深厚技术背景与出色沟通能力的专家。您将成为连接公司产品与客户成功之间的关键桥梁，为中国区的客户提供NGS panel设计，synbio相关产品的售前售后全方位、深层次的技术支持。您不仅需要具备深厚的生命科学背景知识和一定的生物信息学知识，还需要解答产品问题，成为基础科研客户和工业客户（包含抗体开发、细胞治疗、基因治疗及AI药物开发等领域）中的可信赖顾问，通过专业的技术方案解决实际难题，提升客户满意度与忠诚度。

核心职责

• NGS panel设计
• 高效完成中国区NGS panel设计需求。
• 积极参与客户对于特殊panel设计的讨论。
• 与全球设计团队保持定期良好的沟通。
• 技术咨询与支持：
• 负责处理并解答客户关于DNA合成（基因、oligo pool、突变体文库等）产品的复杂技术问询，提供专业、及时、准确的解决方案。
• 深度理解客户在抗体药物发现、细胞治疗、基因治疗 等领域的应用场景，并提供基于公司产品的研究方案。
• 客户关系管理：
• 主动跟进重点客户的研发项目，建立并维护良好的技术信任关系，提升客户满意度和产品粘性。
• 收集、分析并反馈客户需求及市场趋势，为公司的产品开发、市场策略提供决策依据。
• 跨部门协作：
• 与销售团队紧密合作，参与重要客户的技术拜访，提供专业技术演示，协助达成销售目标。
• 与研发和生产部门协同，深入调查并解决客户反馈的复杂技术问题，推动产品质量和流程的持续改进。

任职要求

• 教育背景： 分子生物学、生物化学、细胞生物学、生物工程或相关专业硕士及以上学历。
• 工作经验： 拥有3-5年及以上在知名生物科技公司、CRO或药企的研发、应用支持经验。
• 专业知识：
• 熟悉linux的基本操作，有一定的生物信息学基础。
• 深刻理解寡核苷酸和基因合成技术的原理、工艺及质量控制要点。
• 熟悉DNA合成产品在以下至少两个领域的应用：
1. 抗体新药开发: 如抗体库构建、人源化、亲和力成熟、序列优化。
2. 细胞治疗: 如CAR结构设计、病毒载体构建、T细胞功能验证。
3. 基因治疗: 如AAV基因组设计、sgRNA筛选、mRNA疫苗/LNP应用。
4. AI在药物开发中的应用。
• 实验技能：
• 具备分子生物学和细胞生物学实验操作经验，包括但不限于：分子克隆、质粒构建、PCR、细胞培养、转染/转导。
• 能够独立解决客户的技术问题。
• 沟通能力：
• 出色的中英文沟通能力（书面和口语），能够清晰、有逻辑地向不同背景的客户解释复杂技术概念。
• 卓越的客户服务意识、主动性和解决问题的能力。
• 优秀的团队协作精神和项目管理能力。
•  

Job Overview

This position requires an expert with both a profound technical background and excellent communication skills. You will serve as a crucial bridge connecting the company's products with customer success, providing comprehensive and in-depth technical support for NGS panel design and synbio-related products to customers in China, both pre-sales and post-sales. You not only need to possess deep background in life sciences and knowledge of bioinformatics, but also be able to answer product questions, act as a trusted advisor for both basic research and industrial customers (encompassing antibody development, cell therapy, gene therapy and AI driven drug discovery), and solve practical problems through professional technical solutions to enhance customer satisfaction and loyalty.

Core Responsibilities

NGS Panel Design

• Efficiently fulfill NGS panel design requirements in China.
• Actively participate in discussions with customers regarding special panel designs.
• Maintain regular and effective communication with the global design team.

Technical Consultation and Support

• Handle and respond to complex technical inquiries from customers about DNA synthesis products (genes, oligo pools, mutant libraries, etc.), providing professional, timely, and accurate solutions.
• Gain a deep understanding of customer application scenarios in areas such as antibody drug discovery, cell therapy, and gene therapy, and offer research solutions based on the company's products.

Customer Relationship Management

• Proactively follow up on R&D projects of key customers, establish and maintain strong technical trust relationships, and enhance customer satisfaction and product stickiness.
• Collect, analyze, and provide feedback on customer needs and market trends to inform the company's product development and marketing strategies.

Cross-Departmental Collaboration

• Collaborate closely with the sales team to participate in technical visits to important customers, provide professional technical demonstrations, and assist in achieving sales targets.
• Work with R&D and production departments to thoroughly investigate and resolve complex technical issues raised by customers, driving continuous improvement in product quality and processes.

Job Requirements

• Educational Background: Master's degree or higher in Molecular Biology, Biochemistry, Cell Biology, Bioengineering, or a related field.
• Work Experience: 3-5 years or more of R&D or application support experience in renowned biotechnology companies, CROs, or pharmaceutical companies.

Professional Knowledge

• Familiar with basic Linux operations and possess a certain foundation in bioinformatics.
• Have a profound understanding of the principles, processes, and quality control points of oligonucleotide and gene synthesis technologies.
• Be familiar with the applications of DNA synthesis products in at least two of the following areas: 

1）Antibody Drug Development: Such as antibody library construction, humanization, affinity maturation, and sequence optimization.

2）Cell Therapy: Such as CAR structure design, viral vector construction, and T-cell functional validation.

3）Gene Therapy: Such as AAV genome design, sgRNA screening, and mRNA vaccine/LNP applications.

4）AI in Drug Discovery and Development.

Experimental Skills

• Possess hands-on experience in molecular biology and cell biology experiments, including but not limited to molecular cloning, plasmid construction, PCR, cell culture, and transfection/transduction.
• Be able to independently resolve customer technical issues.

Communication Skills

• Excellent communication skills in both Chinese and English (written and oral), capable of clearly and logically explaining complex technical concepts to customers from diverse backgrounds.
• Demonstrate exceptional customer service awareness, initiative, and problem-solving abilities.
• Exhibit excellent teamwork spirit and project management skills.

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.