Director, Services & Support
Nautilus Biotechnology
5 days ago
On-site
San Carlos, CA
$189,000 - $252,000 USD yearly
Operations
Responsibilities
Leadership & Strategy
- Contribute to the development and implementation of service revenue models (contracts, extended warranties, training programs).
- Support formulation and implementation of a global product support strategy.
- Lead technical support, field service, and customer experience teams.
- Collaborate with R&D, Quality, Regulatory, and Commercial to improve customer satisfaction and product performance.
- Define and monitor KPIs and metrics for service quality, response times, and resolution effectiveness.
Customer & Technical Support
- Direct technical support teams for customer inquiries, troubleshooting, and escalation.
- Ensure development and maintenance of documentation and knowledge bases.
- Establish escalation protocols for critical/high-impact incidents.
Internal Product Support and Field Service Management
- Oversee installation, maintenance, and repair of instruments/automation systems.
- Improve first-time fix rates, system uptime, and preventive maintenance.
- Implement traceability and data-driven root cause analysis, diagnostics, and preventive engineering.
Product Lifecycle Support
- Integrate customer feedback into product design and enhancements.
- Supervise post-market surveillance, complaint handling, and root cause analyses.
- Prepare service teams for new product launches (training, documentation, spare parts planning).
Team Development
- Recruit, mentor, and develop support/service personnel.
- Build a culture of accountability, innovation, and customer advocacy.
- Manage departmental budgets for staffing, inventory, and logistics.
Requirements
- Bachelor’s or Master’s in Biological Sciences, Biomedical Engineering, or related field; MBA preferred.
- 5–7 years management experience in product support or operations in life sciences/diagnostics; experience leading multiple teams/subordinate managers.
- Experience with complex biotech or diagnostic instrumentation/software.
- Knowledge of ISO 13485, FDA QSR, and GxP.
- Strong cross-functional communication and customer focus.
- Willingness to travel up to 30%.
Compensation Range
- $189K - $252K
Leadership & Strategy
- Contribute to the development and implementation of service revenue models (contracts, extended warranties, training programs).
- Support formulation and implementation of a global product support strategy.
- Lead technical support, field service, and customer experience teams.
- Collaborate with R&D, Quality, Regulatory, and Commercial to improve customer satisfaction and product performance.
- Define and monitor KPIs and metrics for service quality, response times, and resolution effectiveness.
Customer & Technical Support
- Direct technical support teams for customer inquiries, troubleshooting, and escalation.
- Ensure development and maintenance of documentation and knowledge bases.
- Establish escalation protocols for critical/high-impact incidents.
Internal Product Support and Field Service Management
- Oversee installation, maintenance, and repair of instruments/automation systems.
- Improve first-time fix rates, system uptime, and preventive maintenance.
- Implement traceability and data-driven root cause analysis, diagnostics, and preventive engineering.
Product Lifecycle Support
- Integrate customer feedback into product design and enhancements.
- Supervise post-market surveillance, complaint handling, and root cause analyses.
- Prepare service teams for new product launches (training, documentation, spare parts planning).
Team Development
- Recruit, mentor, and develop support/service personnel.
- Build a culture of accountability, innovation, and customer advocacy.
- Manage departmental budgets for staffing, inventory, and logistics.
Requirements
- Bachelor’s or Master’s in Biological Sciences, Biomedical Engineering, or related field; MBA preferred.
- 5–7 years management experience in product support or operations in life sciences/diagnostics; experience leading multiple teams/subordinate managers.
- Experience with complex biotech or diagnostic instrumentation/software.
- Knowledge of ISO 13485, FDA QSR, and GxP.
- Strong cross-functional communication and customer focus.
- Willingness to travel up to 30%.
Compensation Range
- $189K - $252K