Senior Technical Applications Manager

1 month ago


Oxford, Oxfordshire, United Kingdom Oxford Nanopore Technologies Full time
Job Description

Oxford Nanopore Technologies is a leading biotechnology company that offers real-time analysis and sequencing solutions. We are seeking a highly skilled Senior Technical Applications Manager to join our team in the UK.

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

  • Monitoring team and individual key performance indicators to ensure optimal team performance and effectiveness.
  • Improving in-field product performance by bringing the customer voice to key functional teams.
  • Ensuring high levels of customer satisfaction by reviewing customer feedback and monitoring team and individual key performance indicators.
  • Minimizing downtime on devices in the field by driving the timely resolution of issues and providing effective feedback to internal teams.
  • Assisting in the planning and implementation of onboarding and support strategies for Channel Partners.
  • Effectively communicating customer feedback to relevant internal teams to enable quick improvements in product and service performance.
  • Triage cases in the Technical Support queue and monitoring workload distribution within 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.

We offer a competitive salary, attractive bonus, generous pension contributions, private healthcare, and an excellent working environment. If you have a PhD in life sciences or a BSc/MSc with relevant experience, and commercial experience with technical support or customer-facing roles, we encourage you to apply.



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