FAS Manager – Application Support, Global Scientific Engagement

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Lead and cultivate the EMEA Field Application Scientist team, driving performance in alignment with key KPIs.

• Establish clear objectives, offer constructive feedback, and promote a culture of ongoing improvement.

• Ensure operational excellence is consistently maintained across all regions.

• Serve as the primary scientific and technical authority for the UK and Benelux areas.

• Provide second-tier technical assistance across all authorized EMEA locations.

• Deliver guidance and leadership to the Field Applications, Engineering, and Technical Support teams.

• Oversee the complete customer journey, ensuring exceptional support from pre-sales to post-installation.

• Reduce instrument downtime through proactive support, maintenance, and resolution of issues.

• Track customer satisfaction metrics and implement strategies for ongoing enhancement.

• Establish and refine processes to effectively integrate commercial and support teams.

• Ensure that key service metrics, such as installation timelines and issue resolution, are achieved or surpassed.

• Maintain precise service records, system updates, and reporting.

• Collaborate with Sales and Marketing to enhance customer relationships and grow business within the region.

• Assist in the development of commercial infrastructure and enhance service delivery models.

• Formulate and execute strategies to boost service contract adoption.

⛳️ Requirements

• Extensive industry experience in biotechnology with confocal laser scanners, liquid handling robotics, or similar technologies.

• Preferred management experience in a commercial capacity.

• Proven ability to effectively manage field personnel.

• Experience in delivering pre and post-sales support to clients in the life sciences sector is preferred.

• Strong customer-centric mindset with a proactive approach.

• Expertise in establishing and managing best practice field service methodologies necessary for leading a top-tier service organization.

• Highly motivated and successful leader who thrives in a challenging and dynamic work environment.

• Exceptional time management, organizational, and interpersonal skills.

• Team-oriented mindset in the workplace.

• Attention to detail and analytical problem-solving abilities paired with strong decision-making skills.

• Excellent negotiation and communication skills.

🏝️ Benefits

• Flexible time off

• Private medical insurance

• Compassion and care time off

• Leisure travel insurance

• Pension

• Employee stock purchasing program

• Volunteer time off

• And much more!