Director of Customer Support - Alameda, CA | Biospace
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Director of Customer Support

Singulex

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Location:
Alameda, CA
Posted Date:
9/19/2017
Position Type:
Full time
Job Code:
Salary:
Required Education:
Bachelors Degree
Areas of Expertise Desired:
Assay, Assay Development, Biotechnology, Customer Service, Director, Sales,

Job Description

Corporate Mission:

Singulex Corporation develops cutting edge, optically-based, ultra-high sensitivity protein detection systems for clinical diagnostics applications. Singulex products employ a wide range subsystems including lasers, scanning confocal optical systems, robotic plate handlers, liquid sample handlers, incubators, washers, sophisticated mathematical algorithms and state of the art control and analysis software. Singulex is looking for a talented, highly motivated individual to work in the Systems Integration Group to develop, test, release and support new diagnostics products.

Responsibilities:

Follow the Singulex Design Control process to develop and fully document new diagnostic products.
Develop, execute and document system-level test plans.
Maintain and track insturment configuration, reliability and improvements.
Draft technical bulletins, field service bulletins, customer-facing letters, and field service procedures.
Ensure successful transfer of product from Development to Manufacturing.
Support and maintain instruments in house and at collaborators sites.
Author/Review/Execute feasibility and development studies and reports, verification and validation protocols and reports, product requirements and specification documents, and techinical reports.

Requirements

Position Description:
The purpose of this role is to provide pre- and post-sales customer and field application support for Singulex’s Clarity System.  The individual will work closely with account managers, Global Service and Support team colleagues, the Singulex commercial launch team, and executive management.

Qualifications:
BS/MS degree in biology, biochemistry, or a related scientific discipline or a minimum of three years’ experience, in an assay development or diagnostic / product-related field. At least five years of field-based or customer care experience within the medical device, diagnostics,
At last 3 years of experience managing a customer support organization in a Diagnostic company is a plus.
Proven expertise in developing and enhancing a customer support organization.
Must possess strong listening and communication skills along with a solid business acumen
Ability to effectively communicate with all personality types with strong interpersonal, presentation, telephone etiquette, and social skill
Attention to detail, with a commitment to excellence and high standards and ability to deal effectively with a diversity of individuals at all organizational levels
Proactive, motivated, and focused team-player attitude, self-sufficient, and prepared to go “above and beyond” on a regular basis


Essential Duties and Responsibilities:

Develop and manage “gold standard” customer support organization
Working with field organization to develop a sustainable and repeatable product implementation plan
Partnering with R/D around product improvement and product issue resolution
Launch metrics for tracking complaints, solutions, customer satisfaction and organizational metrics
Fully servicing and supporting customers in an IVD compliant manner
Support during customer installations (IQ, OQ, PQ)
On-site customer training program development
1. Develops and executes Customers Support strategy, plans and activities. Leads and manages a team of Field Application Specialists (FAS), responsible for deployment, staffing, funnel, time and territory management of the team including field travel reports, quarterly assessments and goal setting activities.    This position also coordinates our FSE activities provided by Tecan.

2.  Create a comprehensive product implementation process, trackable in SFDC.  Including pre-instrument site evaluation, Clarity System installation, calibration and validation.  On-site customer training program including training forms and evaluations. Robust “go-live” support to ensure customer satisfaction and early success with the system and the assays.  Assist customers with annual certification when needed.

3.  Develop FAS new hire training programs in collaboration with R&D and on-going education that will keep up with new trends and product changes.  Initiate employee development programs that continue to enhance the job experience.

4. Develop and maintain relationships with all field/customer facing employees including sales and medical science liaisons.  Ensure continuity and robust communication in a team environment that consistently exceeds customer expectations.

5.  Ensure organization knowledge of all new and existing laboratory guidelines within each market.

6. Leads and manages the development of customer support materials provided to the customer.

Works with Quality and the complaint team to address any customer issues (or something like that…)

7. Responsible for maintaining updated knowledge of the healthcare terrain, hospital milieu, economic pressures, and relevant clinical and scientific literature.   Assesses changes in healthcare that impact clinical care in the target segments and provides strategic updates to Sales and Marketing leadership.

Other:

Experience managing and leading a Customer Support organization.
Experience in healthcare, diagnostic industry and disease state management highly desired but not required.
Excellent management, multi-tasking and organizational skills required to develop, lead and motivate an experienced team.
Strong leadership, strong interpersonal skills and exceptional oral and written communication skills along with flexibility, good judgment and decision-making ability.
Proven record of multi-functional team work.
Ability to handle customer objections and rejections.
Enthusiasm, ethics, integrity, self-organization, ability to follow up, persistence, hardworking, confident, and adaptable.
25% travel for co-travel with employees, customer interaction, meetings