Commercial Operations Specialist Technical Services

Technical Services Operations Specialist

Oxford / Hybrid Fulltime Commercial Operations

Oxford Nanopore Technologies is transforming the way the world explores biology. Our sequencing technology provides realtime scalable insights from portable devices to populationscale platforms. Our mission is to enable the analysis of any living thing by anyone anywhere.

We are seeking a Technical Services Operations Specialist to support the operational delivery optimisation and continuous improvement of our global Technical Services function with a strong focus on Salesforce Service Cloud.

This role is ideal for someone with handson experience using Salesforce to support technical or customerfacing teams who enjoys working with cases escalations work orders and reporting and wants to play a key role in improving how global service teams operate at scale.

About the Role

This is a Salesforcecentric operational role supporting how our global Technical Services teams manage technical cases escalations work orders and service performance.

You will work closely with Technical Services Customer Care Sales Product and Systems teams to ensure Salesforce is being used effectively to support issue resolution operational visibility and continuous improvement. The role combines daytoday operational support with longerterm process optimisation and reporting.

Key Responsibilities

• Partner with regional Technical Services teams to support daytoday Salesforce usage including case management escalations and work orders
• Own and optimise Salesforce case management workflows ensuring effective triage prioritisation escalation and resolution
• Support and oversee escalation processes helping ensure issues are handled efficiently with clear rootcause analysis
• Maintain and improve Salesforce reporting and dashboards to provide visibility into service performance workload trends and capacity
• Monitor service metrics such as case volume resolution times and SLA performance producing insights to support planning and decisionmaking
• Identify operational inefficiencies and work with stakeholders to embed scalable Salesforcebased improvements
• Support work order management and postsales technical workflows within Salesforce
• Maintain and evolve service documentation SOPs and knowledge articles aligned to Salesforce processes
• Coordinate operational readiness for system changes releases and process updates
• Contribute to continuous improvement initiatives across Technical Services operations and tooling

What Were Looking For Essential

• 13 years experience in Technical Services Service Operations Customer Support Operations or Business Systems
• Handson experience using Salesforce ideally Salesforce Service Cloud
• Practical experience with:
  • Case management
  • Escalations
  • Work orders
  • Reports and dashboards
• Experience supporting technical field service or customer support teams
• Understanding of incident management rootcause analysis and service workflows
• Strong organisational skills and attention to detail
• Ability to manage multiple priorities and collaborate across teams
• Clear confident written and verbal communication skills

Nice to Have

• Experience with field service management tools or postsales technical environments
• Experience using JIRA for ticket management defect tracking or reporting
• Exposure to SLA tracking service analytics or operational reporting
• Experience supporting global or matrixed teams
• Interest in AIenabled service tools (e.g. Salesforce Einstein automation knowledge recommendation engines)
• Background in life sciences biotech diagnostics or medical devices

Growth Opportunities

This role offers exposure to:

• Global Technical Services transformation and scaling initiatives
• Salesforcedriven postsales support and service optimisation
• Crossfunctional collaboration with Technical Services Sales Customer Care Quality IT and Product teams
• Continuous improvement and operational project delivery in a fastgrowing technologyled organisation