Director of Global Service & Support

Menlo Park, CA, United States
Apr 15, 2021
Biotech Bay
Required Education
Position Type
Full time
PacBio has an exciting opportunity for a Director of Global Service & Support, leading critical Global Service & Support capabilities, including Technical Support and Service Operations as we scale the functions globally. At Pacific Biosciences, we are passionate about empowering our customers to expand scientific discoveries and achieve exceptional scientific outcomes. We believe the next frontier in biology is enabled through a clearer and more complete view of the genome – something that Pacific Biosciences can uniquely deliver. As we build our team, we are looking for a collaborative, driven, intellectually curious individual who is committed to our customers' needs. Our culture rewards accountability, cross-functional teamwork, and those that can deliver on a customer-orientated approach. We believe this enables the kind of breakthrough thinking that will accelerate our mission.

The Role & The Team

The driving focus of our Global Service & Support teams at PacBio is to delight our customers, both internal and external, to make them successful, and help drive market adoption of our sequencing platforms. Reporting to the Head of Commercial Operations, we are seeking an exceptional Service leader to join our growing organization. This individual will be a key hire in laying the groundwork for a best-in-class global Service & Support team, leaving their mark on our culture and behaviors for years to come.

Key Responsibilities

Key responsibilities of this role center on the ability of the candidate to build a scalable Service & Support infrastructure, including Technical Support and Service Operations further enabling regional S&S teams to function in a manner that provides a customer experience unparalleled in the life science industry. The candidate must have a demonstrated record of accomplishments and experience with building a support team, developing a cohesive culture, and making customers successful. Candidates must have a strong entrepreneurial orientation and an industrious attitude for accomplishing what needs to get done. Areas of specific responsibility and attention for this role include:
  • Help build a service and support organization that is structured for growth, global operational excellence, and customer and employee success
  • Create and document support processes including delivery of support (chat, phone, email), case management, metrics, and issue escalation and resolution
  • Hire, develop, support, coach, and train new members of the Service and Support team to deliver responsive support with high technical expertise to our customers
  • Motivate and lead the team through performance coaching, career planning, and setting development objectives
  • Work with the commercial team to develop scalable, intuitive, and straightforward CRM workflows
  • Develop an escalation pathway that is customer focused, metric driven, and spans the customer journey from the first call through issue resolution
  • Assist with the construction of onboarding and training tools for new hires and customer installs
  • Provide input on customer experience and process improvements to internal teams in a timely manner
  • Represent the Field Service organization and customer through NPI/NPT management
  • Ensure key performance metrics, including customer response time, issue resolution time, technical accuracy, and departmental efficiency are met or exceeded
  • Coordinate and provide training to staff on Pacific Biosciences products, problem solving skills, and customer service skills
  • Develop strong interdepartmental collaborations with Marketing, Sales, Product Development, and Automation to ensure the voice of customer is heard and escalations are resolved with urgency

Background and Qualifications:
  • B.S./M.S. or Ph.D. (preferred) in a scientific discipline or equivalent experience as a Technical Support leader or Field Application Scientist leader with exposure to life science applications (genomics preferred).
  • 5+ years of Support leadership experience in biotech developing a team of specialists to provide high quality, personalized support. Preferable experience managing teams that support complex instrumentation, IT/networking, and applications.
  • Expertise implementing and maintaining support centers (phone, email, and chat) including the development and maintenance of support focused CRM systems.
  • Outstanding organizational, writing, communicating, problem solving and interpersonal skills.
  • Clear vision of and commitment to providing outstanding customer service.
  • Ability to handle the dynamic, fast-paced, and multi-tasking environment of a rapidly growing biotech company.
  • Strong and collaborative work ethic; must be a self-starter and persistent in achieving objectives to support PacBio's scientific and business goals.
  • Must work well in a small team setting, with the ability to work independently and collaboratively, while meeting scheduled deadlines in a fast-paced environment.
  • Must be willing to travel up to 10%.

Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability, gender identity, and sexual orientation.