Manager – Application Support

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

📋 Description

• Lead and cultivate the EMEA Field Application Scientist team, steering performance towards key KPIs.

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

• Ensure uniform operational excellence across all regions.

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

• Provide secondary technical support across all authorized EMEA locations.

• Offer guidance and leadership to teams in Field Applications, Engineering, and Technical Support.

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

• Reduce instrument downtime through proactive assistance, maintenance, and problem resolution.

• 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 strengthen customer relationships and foster business growth in the region.

• Aid 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 involving confocal laser scanners, liquid handling robotics, or similar technologies.

• Preferred management experience in a commercial setting.

• Proven capability to effectively manage field personnel.

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

• Strong customer-centric attitude with a proactive mindset.

• Experience in establishing and managing best practice field service methodologies essential for leading a world-class service organization.

• Highly driven and successful leader who thrives in a challenging and dynamic working environment.

• Exceptional time management, organizational, and interpersonal skills.

• A collaborative approach to the work environment.

• Detail-oriented with analytical problem-solving abilities and strong decision-making skills.

• Excellent negotiation and communication abilities.

🏝️ Benefits

• Flexible time off.

• Private medical insurance.

• Compassion and care time off.

• Leisure travel insurance.

• Pension plan.

• Employee stock purchasing program.

• Volunteer time off.