Technical Application Scientist Team Lead

3 weeks ago

Oxford, Oxfordshire, United Kingdom Oxford Nanopore Technologies Full time

Oxford Nanopore Technologies is a leading company in the field of sequencing technologies. We are seeking a highly skilled and experienced individual to fill the role of Manager, Technical Application Scientists, based at our UK Head Office near Oxford.

The successful candidate will be responsible for managing the regional Technical Application Scientists Team, ensuring high-quality support, training, and consultancy are provided to Oxford Nanopore Customers. Key responsibilities include:

  • Monitoring team and individual key performance indicators to ensure optimal team performance and effectiveness
  • Recruiting Technical Application Scientists to the team as needed
  • Planning and implementing onboarding and support strategies for the different segments of ONT's customer base, to drive device utilization and customer success and satisfaction
  • Planning and implementing system improvements to promote effective functioning of the team
  • Improving in-field product performance by bringing the customer voice to key functional teams

Main Duties:

The Manager, Technical Application Scientists, will be responsible for:

  • Planning and implementing onboarding and support strategies for the different segments of ONT's customer base, to drive customer success, satisfaction, and increase device utilization
  • Ensuring high-level customer satisfaction by reviewing customer feedback, and monitoring team and individual key performance indicators
  • Ensuring minimal downtime on devices in the field by driving the timely resolution of issues, providing effective feedback to the internal teams for timely product and workflow improvements
  • Assisting in the planning and implementation of onboarding and support strategies for Channel Partners
  • Effectively communicating customer feedback (on product and service) to the relevant internal teams (PM, Apps, CS, Sales, Comm Opps, Logistics) to allow the quick improvement of in-field product and service performance
  • Triage cases in the Technical Support queue and monitor workload distribution within the regional teams
  • Monitoring training workload and distributing trainings based on expertise and availability of the local team
  • Recruiting and onboarding Technical Applications Scientists in line with company and departmental goals and timelines, to ensure optimal team performance and effectiveness

Essential Requirements:

  • PhD degree in life sciences or BSc/MSc with relevant experience
  • Commercial experience with technical support or customer-facing roles

Desirable Requirements:

  • Lab experience with proven knowledge and understanding of genetics, molecular biology, cell biology, and related fields
  • Previous experience and knowledge of the sequencing market
  • 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. Based within beautiful, landscaped surroundings with tree-lined walks, water features, and a lake, all of which make for a wonderful working environment.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability, or sexual orientation.

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