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Technical Application Manager

1 month ago

Oxford, Oxfordshire, United Kingdom Oxford Nanopore Technologies Full time
Job Title: Manager, Technical Application Scientists

We are seeking a highly skilled and experienced Manager to lead our regional Technical Application Scientists Team. The successful candidate will be responsible for ensuring high-quality support, training, and consultancy are provided to our customers.

Key Responsibilities:
  • Monitor team and individual key performance indicators to ensure optimal team performance and effectiveness.
  • Improve in-field product performance by bringing the customer voice to key functional teams.
  • Ensure high levels of customer satisfaction by reviewing customer feedback and monitoring team and individual key performance indicators.
  • Ensure minimal downtime on devices in the field by driving the timely resolution of issues and providing effective feedback to internal teams.
  • Assist in the planning and implementation of onboarding and support strategies for Channel Partners.
  • Effectively communicate customer feedback to relevant internal teams to allow for quick improvement of in-field product and service performance.
  • Triage cases in the Technical Support queue and monitor workload distribution within the regional teams.
  • Monitor training workload and distribute trainings based on expertise and availability of the local team.
  • Recruit and onboard Technical Applications Scientists in line with company and departmental goals and timelines.
Requirements:
  • PhD degree in life sciences or BSc/MSc with relevant experience.
  • Commercial experience with technical support or customer-facing roles.
Desirable:
  • Lab experience with proven knowledge and understanding of genetics, molecular biology, cell biology, and related fields.
  • Experience working with "SalesForce" or a similar CRM database.
  • Capability to support in another European Language.

We offer outstanding benefits, including an attractive bonus, generous pension contributions, private healthcare, and an excellent starting salary. Our beautiful, landscaped surroundings provide a wonderful working environment. We are an equal opportunities employer and welcome applications from all qualified candidates.