Technical Applications Manager
4 weeks ago
Oxford Nanopore Technologies is a leading company in the field of nanopore science and technology. We are seeking a highly skilled Technical Applications Manager to join our team in the UK.
The successful candidate will be responsible for managing a team of Technical Application Scientists, providing high-quality support, training, and consultancy 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
- Ensuring minimal 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 allow for quick improvement of in-field product and service performance
- Triage cases in the Technical Support queue and monitor 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
The ideal candidate will have a PhD degree in life sciences or a BSc/MSc with relevant experience. Commercial experience with technical support or customer-facing roles is also essential. Lab experience with proven knowledge and understanding of genetics, molecular biology, cell biology, and related fields is required. Experience working with 'SalesForce' or a similar CRM database is also necessary. Capability to support in another European language is a plus.
We offer outstanding benefits, including an attractive bonus, generous pension contributions, private healthcare, and an excellent starting salary. Based within beautiful, landscaped surroundings, we provide 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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Technical Application Manager
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