Senior Manager, Customer Service Operations

We are passionate about our mission to develop high performing products to study genomics in an unprecedented flexibility and to understand biology for the improvement of healthcare. We have built a highly efficient product-driven organization where employees can learn, grow and thrive in a challenging but encouraging environment.  We are committed to scientific integrity, collegiality, honesty, objectivity, and openness.  

What will you be doing?

• Provide leadership and strategic direction regarding all Customer Support operation functions
• Lead Support Services CRM and supporting software implementation
• Drive efficiencies in dispatch/scheduling to enable the Field team delivery of services in a timely fashion to meet or exceed customer expectations and SLAs
• Establish and maintain training and education opportunities for a competent workforce dedicated to providing a high level of customer support
• Foster leadership development within the Customer Support team to provide a solid base on which to build a world class service organization that supports sales efforts and targets
• Lead documenting and updating all service operations processes
• Create and implement metrics for Customer Support organization
• Track and report on overall Customer Support KPI's
• Guide the development of technical services/call center strategies, goals, and efficiency
• Foster cohesive working relationships between sales/service/marketing/R&D and all aspects of the Customer Support organization to ensure best possible outcomes that are seamless to the customer while also maximizing business growth opportunities
• Liaison between R&D and Customer Support to ensure product changes are communicated to the team
• Execute operational process improvements in key areas based on data collection/analysis of customer feedback at multiple touch points along the customer journey
• Continuous improvement on utility and reporting of analytics/tools and processes to support business needs and internal teams to drive customer satisfaction
• Provide oversight on purchases and/or allocations of spare parts inventory, supplies, etc. for the assigned areas and maintain/reconcile these items to meet or exceed customer expectations and contractual commitments
• Establish trunk stock strategy and maintain inventory levels for all spare parts and service loaner equipment/depot
• Oversee logistics to ensure proper replenishment, efficient logistics handling of service parts and consumables
• Oversee strategic development of best-in-class technical support team through data driven resource modeling, training delivery, sense of urgency to resolve customer issues culminating in a positive customer experience

What skills / experience do you need?

• Fundamental knowledge of the principles and practices in the NGS space
• Broad knowledge of the principles and practices of finance and cost-based accounting
• Broad knowledge and practical experience in project management, personnel development, and leadership
• Broad knowledge of Service and Support practice and principles
• Must be adept at organizing, analyzing, and manipulating data into cohesive reports and presentations
• Must be able to present to senior leadership in a clear and concise manner and articulate ideas in a proper format
• Must have strong background in quality processes, continuous improvement, process efficiencies and service operations

EDUCATION AND EXPERIENCE:

• Minimal requirement is a four-year degree in life sciences, engineering or business. Advanced degree preferred
• Minimum of 8 years’ experience in service or support role with at least 5 years of leadership management experience supervising operational functions within service or support organization