Director, Technical Services

Oxford Nanopore Technologies is headquartered at the Oxford Science Park outside Oxford, UK, with satellite offices and a commercial presence in many global locations across the US, APAC and Europe.

Oxford Nanopore's sequencing platform is the only technology that offers real-time analysis, in fully scalable formats from pocket to population scale, that can analyse native DNA or RNA and sequence any length of fragment to achieve short to ultra-long read lengths. Our goal is to enable the analysis of any living thing, by anyone, anywhere

Key Responsibilities
Provide commercial and technical leadership, guidance, and direction for the regional technical services teams.

Ensure issue partner concern and customer feedback are disseminated internally.

Provide strategy for technical management of active PromethION and GridION accounts to drive utilization.

Monitor key performance indicators and ensure optimal performance across the technical services teams.

Define strategy for optimal technical performance of the distribution network in the region.

Duties include, but are not limited to:

- Team recruitment and scalability accordingly to company strategy and workload
- Technical management strategy for active PromethION and GridION install
- To work closely with the sales team to align technical and sales account management to drive utilization and future revenues
- To work closely with the Product Management team so that correct customer concern of issues and priorities are taken into consideration to provide a high level of technical support across the whole customer base
- To work closely with the extended commercial team (Com Ops, Digital, Marketing, CS, Logistic, Apps) to find opportunities for increase efficiency in our process, and systems and to improve the customer experience
- To maintain high level customer satisfaction by reviewing customer feedback and monitoring regional important metrics
- To review Distributor and Service Providers performance and implement new ways of supporting their work and their customers
- To define regional project responsibilities and align regions to company priorities
- Any other duties as might be required within the remit and responsibilities of the post

**Qualifications**:

- Higher university degree (PhD in life sciences) or equivalent commercial experience in a relevant field

Experience required
- Proven commercial experience with management role in a support or customer facing role
- Has implemented and reviewed Technical services strategies with validated ability to deliver customer satisfaction
- Experience in fast-paced, multi-tasking environment
- Strong oral and written communication skills to influence and effectively engage internally and externally
- Ability to work cross-functionally with regional and global partners
- Solid background of lab experience with knowledge and understanding of genetics, molecular biology, cell biology and related fields
- Has established and led a successful and innovative services team
- Has led teams in different locations with global interaction

Knowledge/Skills/Abilities
Software knowledge required:

- Microsoft Office package

Skills required:

- Strong commitment to customer service and satisfaction
- The ability to effectively work on and manage many priorities at one time.
- Excellent troubleshooting, writing and editing skills
- Ability to work effectively both interdepartmentally and internationally.
- Technical competency to understand and clearly discuss fundamental theory and principles of experimental design, techniques and results; to stay current in technical knowledge;
We offer excellent benefits to include an attractive bonus, generous pension contributions, private healthcare and an excellent starting salary. Based within beautiful, landscaped surroundings with tree-lined walks, water features and a lake, all of which make for a wonderful working environment.

LI-RS1

Oxford Nanopore's 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 enabling the real-time, high-performance, accessible and scalable analysis of DNA and RNA. The technology is used in more than 100 countries to understand the biology of humans and diseases, plants, animals, bacteria, viruses and whole environments.

Oxford Nanopore was founded in 2005 as a spin-out from the University of Oxford and now employs around 650 employees around the world.