Technical Support Manager

4 weeks ago

Cambridge Cambridgeshire, United Kingdom SRG Full time

Technical Support Manager – Life Science
Permanent, full time

competitive, depending on skills, experience and background

This is a newly created role for a flourishing biotech organisation based in Cambridge who operate in the field of cell therapy and synthetic biology.
The role of Technical Support Manager is an integral function of the customer care team, very much focused on a unique mix of technical knowledge and people-facing skillset.

You will report to the VP Research Products and collaborate with them and the rest of the team to deliver exemplary customer care and technical assistance to customers for a specific product range in the cell biology space.


~ Set and make clear performance metrics and team goals to ensure excellence in relation to customer satisfaction.


~ Support the team to resolve customer technical issues by ensuring timely and accurate response times.


~ Create a knowledgebase of frequently occurring issues and offer solutions to support the team and customer.


~ Close collaboration with R&D team, NPD, field application and product management teams to stay abreast of new developments relating to product portfolio.


~ Maintain an up-to-date knowledge of the latest advancements in the field and which products and services the business offers that are applicable to customer requirements.


~ Customer care: gather and analyse customer feedback thus identifying areas for improvement in both product and customer service.


~ Provide technical insights to other areas of the business including sales, marketing and SLT to ensure cohesion between other support functions and the end-user.


Proven background in a customer care or technical support role from within the Life Science sector (ideally supporting customers with queries for reagents or lab instruments).


~ You will have operated a ticketing system as well as CRM, and live chat support in order to triage customer issues effectively.


~ Does this sound like you and your background in tech support and/or customer service for life science?

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