Customer Support & Research Scientist (Durham, NC, USA)

Customer Support & Research Scientist (Durham, NC, USA) – Where Science Meets Customer Success

We’re looking for a versatile and proactive Customer Support & Research Scientist who’s ready to make an impact in the world of newborn screening. In this role, you’ll combine hands‑on laboratory work with customer‑facing technical support, helping to resolve customer issues while contributing to R&D and production activities. As your expertise grows, you’ll also have the opportunity to support commercial initiatives, including product demonstrations.

If you enjoy solving scientific challenges, working closely with customers, and translating field insights into continuous improvement, this could be the perfect fit. Reporting directly to the Head of Customer Care, you’ll work closely with R&D, Quality, Production, and Marketing teams, playing a key role in enhancing our products, supporting our customers, and driving the future growth of LaCAR.

• Serve as the primary technical contact for U.S. customers, providing application support and resolving instrumentation, software, and assay‑related issues.
• Manage customer complaints from initial investigation through root cause analysis, corrective actions, and final resolution.
• Build strong relationships with customers while acting as their advocate, ensuring timely support and providing excellent customer experiences.
• Gather and communicate customer feedback and product performance insights to R&D, Quality, and Marketing teams to drive continuous improvement.

• Perform hands‑on laboratory work to support R&D, product validation, clinical studies, and quality control activities.
• Contribute to the development, optimization, and validation of diagnostic assays assay protocols including enzymatic fluorescence (FLUO), ELISA, PCR, and Mass Spectrometry (MS) workflows.
• Analyze experimental data, prepare technical documentation, and ensure compliance with quality standards and laboratory best practices.
• Support the maintenance and troubleshooting of laboratory equipment and instrumentation.
• Support Sales and Marketing teams during product demonstrations, customer evaluations, and technical discussions.
• Contribute to the development of scientific and technical customer‑facing materials.
• Participate in commercial activities as your product expertise grows, helping translate scientific knowledge into customer value.

• Work closely with global R&D, Quality, Production, and Commercial teams to support product improvements, knowledge sharing, and the successful implementation of new products and processes.

LaCAR Inc. is the US‑based business ofLaCAR MDx Technologies, a Belgium‑based diagnostics company at the forefront of diagnostics and newborn screening (NBS) testing.

Our core mission is to democratize access to early and accurate diagnosis of lysosomal storage diseases (LSDs) through innovative Digital Microfluidic (DMF) technology.

Based in Durham, NC, our lean and multidisciplinary US team is united by a shared commitment to making a tangible difference for patients and healthcare professionals.

• Bachelor’s, Master’s, or Ph.D. in Biology, Biochemistry, Biotechnology, Biomedical Engineering, Chemical Engineering, Chemistry, or a related life sciences or engineering field.
• 5‑10 years of relevant experience in the biotechnology, diagnostics, or pharmaceutical industry.
• Strong scientific background with hands‑on laboratory experience and a solid understanding of assay principles, instrumentation, and multi‑step laboratory workflows.
• Experience with one or more of the following technologies:
  Digital Microfluidics (DMF), enzymatic fluorescence assays, ELISA, PCR, or Mass Spectrometry.
• Experience providing technical customer support, field applications, or troubleshooting in a scientific or diagnostics environment.
• Strong analytical and problem‑solving skills, with the ability to investigate issues, manage multiple priorities, and deliver high‑quality results.
• Excellent written and verbal communication skills in English. Spanish is a plus;
  French is an…