Manager, Product Support, EMEAI

Oxford Nanopore Technologies: Our goal is to bring the widest benefits to society through enabling the analysis of anything by anyone anywhere. The company has developed a new generation of nanopore-based sensing technology for faster information rich accessible and affordable molecular analysis.

The first application is DNA/RNA sequencing and the technology is in development for the analysis of other types of molecules including proteins. The technology is used to understand and characterise the biology of humans and diseases such as cancer plants animals bacteria viruses and whole environments.

With a thriving culture of ambition and strong innovation goals Oxford Nanopore is a UK headquartered company with global operations and customers in more than 125 countries.

We are seeking a Manager of Product Support EMEAI to join our Global Commercial Operations team. Reporting to the Director of Global Support this role leads the EMEAI Product Support team to ensure the highest quality of technical support training and consultancy is provided to front-line support teams and key scientists. Please note this role is to be on a hybrid basis to our office in Oxford although frequency of travel can be discussed. The role also includes some travel within EMEAI up to 30%.

The Details...

The Manager will align regional escalation strategy drive consistent troubleshooting and solution roll-out and develop team performance to support customer success and sustainable adoption of ONT products across EMEAI.

Duties include:

• Provide leadership coaching and performance management for the EMEAI Product Support team (including Senior Product Support Scientists); plan resources recruit and onboard as needed to meet regional demand and coverage.
• Work closely with regional Heads of Technical Services and Product Management to align escalation management strategy prioritization and resolution pathways to deliver agreed commercial targets and reduce sequencing downtime.
• Be responsible for raised product complaints across ONT workflows (library preparation sequencing software/hardware and data analysis); ensure disciplined triage risk assessment (breadth and depth) and timely closure with high-quality documentation.
• Ensure the team adheres to standard processes for tracking recording and documenting issue interactions and product feedback in SFDC/CRM review case closure quality and mentor for continuous improvement.
• Routinely analyse regional case data and trends (e.g. product quality issues workflow blockers recurring failure modes) and provide clear data-driven updates and recommendations to Product Management and internal development teams.
• Highlight the commercial impact of new and ongoing issues (in terms of revenue or market-access risks for example) by partnering with regional Sales and support teams and secure urgent attention for major issues when required.
• Manage Voice of Customer (VoC) for products and services gathered by the team; prioritize product feedback and requests from technical and business perspectives; and work with Product Management to incorporate into the product design and development cycle.
• Build and maintain strong relationships with global SMEs and internal stakeholders (PM R&D QA); ensure accurate unified and guided solutions are communicated to front-line support teams via training consulting mechanisms and technical service bulletins.
• Prepare the regional support organization for new product launches by ensuring readiness plans training content escalation playbooks and knowledge assets are in place and effectively cascaded.

What Were Looking For...

• MSc or PhD (or equivalent experience) in life sciences/molecular genomics.
• Several years commercial experience in biotech/biomedical industry genomics or a relevant field with prior experience in field or technical support or customer-facing roles.
• Proven people management or strong team leadership experience (direct and/or matrix) including coaching and performance management.
• Prior experience handling product complaints/escalations conducting risk assessment and working with Product Management and internal teams including R&D and Quality Assurance.
• Prior experience with sequencing technologies (from library prep to sequencing and data analysis) and genomics products.
• Proficient in SFDC or CRM tools and other internal tools (e.g. Tableau) to carry out the above-mentioned duties.
• Outstanding interpersonal skills and the ability to work with different teams and collaborators.

We offer outstanding benefits to include an attractive bonus and an excellent starting salary. If you are looking to utilise your skills to really make a difference to humankind then consider joining our team and apply today!

Please note that no terminology in this advert is intended to discriminate on the grounds of a persons gender marital status race religion colour age disability or sexual orientation. Every candidate will be assessed only in accordance with their merits qualifications and abilities to perform the duties of the job.

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