Technical Support Manager

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

📋 Description

• Lead and enhance the Genomics Technical Support team.

• Provide exceptional scientific and technical support to both internal and external clients.

• Oversee technical investigations and facilitate new product launches through knowledge sharing and training initiatives.

• Collaborate with R&D, Product Management, Quality, Manufacturing, Commercial, and other cross-functional teams.

• Ensure timely, precise, and consistent technical support throughout the genomics portfolio.

• Assist with intricate scientific inquiries and product complaints.

• Report team performance, challenges, and successes to the Director of Technical Support, Genomics.

• Utilize scientific expertise and independent judgment to tackle complex technical issues.

• Enhance investigation methods, workflows, and technical resources.

• Balance everyday team management with knowledge management, process development, and product readiness.

• Oversee technical documentation, customer communications, training materials, and internal knowledge articles.

• Direct, support, and develop the Genomics Technical Support team.

• Lead technical support operations and handle product complaint investigations.

• Ensure that documentation, investigation, and resolution of technical issues adhere to quality guidelines.

• Provide scientific leadership in molecular biology, genomics technologies, and associated workflows.

• Resolve intricate technical problems through scientific analysis, experimental design, and laboratory troubleshooting.

• Monitor technical support performance, customer inquiry trends, complaint investigations, resolution timelines, and team productivity.

• Occasionally perform laboratory or site-based activities while adhering to health, safety, and PPE policies.

⛳️ Requirements

• Higher degree or comparable experience in a relevant scientific discipline.

• Solid understanding of molecular biology techniques.

• A minimum of 10 years of pertinent technical support experience.

• Advanced laboratory troubleshooting abilities utilizing scientific knowledge, literature research, and structured problem-solving.

• Proven track record of leading projects, aligning cross-functional teams, and delivering results within agreed objectives and timelines.

• Demonstrated capability in producing clear, high-quality scientific documentation.

• Ability to design, revise, and instruct on protocols and methods.

• Strong expertise in experimental design.

• Excellent written and verbal communication skills.

• Comprehensive understanding of relevant computer applications and a willingness to adopt new tools.

• At least three years of experience in line management.

• Exceptional organizational, time management, and attention to detail skills.

• Proficiency in data analysis and manipulation, including experience with genomic databases.

• Working knowledge of Quality Management Systems (QMS).

• Familiarity with project management principles.

• Knowledge of productivity tools.

• Formal training in leadership or management.

• Extensive experience in scientific writing and editing, including mentoring others.

🏝️ Benefits

• 25 days of vacation.

• Life assurance and health allowance.

• Discounts with local and national retailers.

• Free 24/7 Employee Assistance Programme.

• Recognition schemes and monetary awards.

• Excellent long-term career opportunities.

• Reasonable accommodations for individuals with disabilities.