Summary
Bionano is looking for a global leader for our Customer Solutions team to establish key commercial processes to ensure that Bionano provides our customers with world-class technical support. This key management role will be responsible for directing the activities and processes of our service engineers. This role has global impact and responsibilities and will be a key member of our management team to drive success at the customer level.
Primary Duties and Responsibilities
- Manage the global team responsible for all aspects of the customer product experience including installation, assay training, application support, and troubleshooting.
- Hire, train, and mentor team of Field Service Engineers, Genomic Data Analysts with IT/networking expertise, and Field Application Scientists to achieve high level of customer satisfaction.
- Develop robust internal processes for expediting incoming phone, email, and in-person requests for assistance from customers worldwide.
- Create process for triage and dispatch of field support to Bionano Engineers and Applications Scientists.
- Develop and report on department performance metrics. Track, analyze, and report on product performance in the field.
- Create tools for problem recognition, research, resolution, and follow up for routine and complex problems.
- Establish and manage technical documentation and training materials for internal employees and external customers.
- Provide critical product improvement feedback to product development teams.
- Provide customer self-help tools and trainings, such as webinars and training videos.
- Assist in customer workshops and user meetings where appropriate.
- Other duties as assigned.
Required Skills and Abilities
- Strong leadership & organizational skills to develop training programs for the Customer Solutions organization
- Proven ability to understand customer needs and create requirements and specifications to meet those needs
- Familiarity with formal reliability engineering concepts
- Excellent analytical, problem solving and interpersonal skills
- Outstanding written and verbal communication, and training skills
Education, Certifications, Licenses
- Education (Level and field of study) required/ preferred: Master’s degree in a technical engineering field required.
- Years relevant/ total work experience:
- Minimum of 5 years of experience in direct management of a global team required.
- Experience with supporting complex capital equipment, reagents, and data analysis required.
- Experience developing scalable systems for managing support across a large installed base.
- Experience with instrumentation/IT networking for genomics platforms – arrays, NGS, etc. preferred.
- Certifications required/ preferred: N/A
Leadership Responsibility (Direct/ Indirect):
Direct management of a global customer support team.
Additional Requirements
- Work Location: San Diego (Hybrid)
- Travel Requirements:
- Up to 60% of travel time as needed to address customer and organization needs.
- Domestic travel with some international travel as needed.
- Physical Requirements and Work Environment:
- Sit and stand for prolonged periods
- Repeating motions that may include the hands, wrists and/or fingers
- Use of hands to finger, handle, or feel, and reach with hands and arms
- Stand and/or move about the office or in various environments (including tight and confined spaces), or from one worksite to another
- Specific visual abilities, including close vision and ability to adjust focus, read, review, and assess the accuracy and thoroughness of the work assigned
- Verbal abilities require communicating with others to exchange information
- Occasionally adjusting or moving objects up to 20 pounds in all directions
- In-person interaction with others indoors and outdoors
- Use standard computer, telephone and related equipment for communication, and recordkeeping
- Able to travel, including international travel, without personal assistance
The above physical requirements and work environment characteristics generally reflect those of this position but is not an exhaustive list. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions of the position, provided that such accommodation does not impose an undue hardship on the Company.
Disclaimer
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This description generally reflects management’s assignment of essential functions but is not intended to be a comprehensive list of the duties and responsibilities of the position, and it does not limit or restrict the duties and responsibilities that may be assigned from time to time. The duties, responsibilities and job description of this role are subject to change at any time without notice.
