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Senior Manager – Field Applications and Customer Support

3 months ago

Bethnal Green South, United Kingdom CY Partners Full time
Senior Manager – Field Applications and Customer Support
Permanent Position
Hybrid (Offices in London) with travel
£ Highly competitive salary + Excellent Benefits
Do you have extensive experience within Field Applications or customer service and support? Have you worked within diagnostics, or a similarly complex and regulated industry?
Would you like to hold a senior position within the Field Applications, Customer Service and Support function of a ground-breaking medical diagnostics company entering the next stage of company growth, product development and commercialisation within the UK and US?
My client are a well-funded and trail-blazing MedTech company with a disrupting diagnostics platform, providing fast and insightful near-patient analysis for a range of unmet clinical needs. With an international presence, my client has already enjoyed commercial success from their technology and has a strong product development pipeline, so are looking to bring onboard a Senior Manager – Field Applications and Customer Support, to lead this function of the commercial team.
As the Senior Manager – Field Applications and Customer Support, you’ll lead the development of a world-class Field Applications and Customer Service / Support function, developing key materials and infrastructure, in addition to building out an experienced field and support team.
This is a rare opportunity to join a growing commercial team and head up their Field Applications and Customer Service / Support function, within an organisation focused on developing cutting-edge diagnostics, set to revolutionise near-patient testing.
Key Responsibilities of the Senior Manager – Field Applications and Customer Support will include;
Develop technical documentation and training materials, to ensure an efficient Field Applications service offering.

Lead pre-commercialisation projects e.g. feasibility studies and prototype testing, liaising with R&D, key opinion leaders (KOL’s) and customers.

Create customer onboarding and training programmes, to ensure a seamless customer experience.

Establish robust service and support infrastructure to ensure ongoing customer success.

Provide technical training, support and troubleshooting to customers.

Act as the internal and external Subject Matter Expert for all Field Applications and Customer service / support activities.

Build out the organisations world-class Field Applications and Customer Service / Support team.
To be considered for the Senior Manager – Field Applications and Customer Support vacancy, you’ll need the following skills and experience;
Extensive experience working within field applications, technical service or customer support.

Experience working within diagnostics / IVD / medical devices is preferable, or other complex and regulated industries.

Prior experience drafting key technical and support documentation such as training processes is highly desirable.

A proven track record of having a problem solving approach, able to understand and overcome technical challenges in the field.

Proven ability to work effectively with global, cross-functional teams, and manage relationships with key internal and external stakeholders.

Strong leadership skills, in order to build out a world-class Field Applications and Customer Service / Support function.

A knowledge of clinical settings e.g. hospitals would be highly advantageous.

Experience with, or an understanding of key medical device regulations e.g. ISO 13485, IVDR etc.

MSc/PhD in an engineering or scientific discipline, e.g. molecular biology, infectious diseases, genomics, biomedical engineering, or a related field.
Please note this role will involve both national (UK) and international travel.
For further information, please apply online or contact Katie-May Kress at CY Partners for further information.
Key Words: “Manager, Management, Senior Manager, Field Applications, Service, Support, Customer Support, Field Application Specialist, FA, FAS, IVD, Medical Device, Diagnostics, Training, Technical, Customer Training, London, Hybrid, Travel, National, International”
The recruiter has stated that all applicants for this job should be able to prove that they are legally entitled to work in the UK. CY Partners Recruitment Ltd, trading as CY Partners is an Employment Business/Agency