Field Application Specialist

Make a difference and impact human lives!

At STACS DNA we offer the unique opportunity to work at the leading edge of DNA automation technology, in an inclusive organization. We are a small team but make a big impact by providing critical sample tracking solutions to DNA laboratories, medical facilities, law enforcement agencies and prosecutor offices. You will be challenged, energized and motivated to excel in an environment where we are transforming organizations’ productivity and effectiveness related to DNA sample processing, lab management and sample delivery to improve community safety and patient outcomes.

What you will do

The Field Application Specialist (FAS) is the first point of contact for the end-users in providing product implementation, application support, scientific expertise, representing STACS DNA at events/trade shows and training to customers for STACS DNA products and solutions. The FAS will provide troubleshooting and technical support to clients and actively contribute to the development of STACS DNA products and applications. The work includes:

  • Act as the main contact with clients and manage expectations
  • In collaboration with the Project Office, act as a client representative to set priorities including guidance on meeting project deadlines and goals
  • Perform gap analysis sessions to ascertain client needs and application changes
  • Participate in proposing and implementing designs to satisfy user requirements
  • Write detailed system requirements and specifications for the development of new product features and functions
  • Proactively provide enhancements for the development of software
  • Evaluate, validate and test newly developed features based on detailed system requirements
  • Develop and deliver User Acceptance Test Strategies and Test Cases
  • Perform regression testing to provide the latest functionality to clients
  • Have oversight of quality for consistency between clients and client-specific functionality
  • Develop training/rollout plans, which requires working cross-functionally
  • Provide training and technical assistance as needed or as product updates are launched that require additional training or implementation
  • Provide support to the client during the evaluation and implementation process and provide technical training to end-users including monitoring the ticketing systems to ensure timely analysis of issues and evaluating fixes to ensure support issues have been resolved and report all findings and final resolutions
  • Provide input to support technical writers with technical documentation
  • Participate in onboarding new employees and continuing product education for current employees
  • Provide updates to the Project Office on accounts with information on technical problems, customer satisfaction and the general business condition
  • Work collaboratively with the Marketing team to:
    • Participate in developing account strategies aimed at either increasing business and/or retaining current business
    • Give on-site or remote presentations, workshops, product demonstrations and training, and seminars that typically require product expertise
    • Act as an advisor on business development activities
    • Attend industry-specific conferences and represent STACS DNA

What you need to succeed

The ideal candidate is a qualified professional interested in pursuing a leadership role with end-users working in a client-focused organization. Demonstrating teamwork, being results-oriented and using critical thinking will be key to your success in this role.

As the ideal candidate you should have the following knowledge and experience:

  • A minimum of 3 years of experience as a Field Application Specialist and/or DNA background preferably working in an organization delivering software products and solutions or related role
  • Able and willing to travel to client’s onsite facilities
  • Hands-on technical experience working in a laboratory, forensics or related work
  • Able to adapt to work effectively in changing situations, handle multiple concurrent projects and with diverse individuals, clients and partners
  • Act as a seasoned adviser, providing independent opinions on complex client problems and novel initiatives and assisting with decision-making
  • Use critical thinking, good business sense and organizational values to make decisions involving varying levels of risk

Nice-to-have

  • Prior field experience supporting customers in a highly technical field
  • Experience with business analyst methodologies and quality assurance standards
  • Experience in a support or training-related position

Your education and experience

  • A minimum of a college diploma, preferably in Computer Science, Software Development, Business and Information Technology, Genetics, Molecular Biology, another related discipline or an acceptable combination of education, training, and/or relevant work experience

What you can expect from us

This is a great opportunity to join a leading organization and be part of a high-performing team. We offer a competitive compensation and benefits package designed to meet your needs at every stage of your life and career.

  • Competitive salaries
  • Flexible working schedules including the option to work from home
  • Comprehensive benefits that meet your needs and those of your dependents
  • Great vacation and personal leave allowance
  • A fun and collegial environment where we will make you feel part of our working family
  • Free coffee/tea/soft drinks and snacks in the Ottawa office

We strive to make our workplace inclusive, respectful and barrier-free. We encourage applications from women, Indigenous peoples, veterans, persons with disabilities, members of visible minorities and persons of all races, ethnic origins, religions, abilities, sexual orientations, gender identities and expressions.

How to apply

Please send your application to stacsdna@stacsdna.com.