Technical Services Manager

1 month ago

Singapur, Singapore Oxford Nanopore Technologies Full time

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 employs from multiple subject areas including nanopore science, molecular biology and applications, informatics, engineering, electronics, manufacturing and commercialisation. The management team, led by CEO Dr Gordon Sanghera, has a track record of delivering pioneering technologies to the market.
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


This exciting role will Lead the regional Field Application Scientists Team, and ensure that high quality support, training and consultancy is provided to Oxford Nanopore Customers. We are looking for someone based in Singapore with a strong and proven applications & Field Applications leadership/experience background. 
 

THE DETAILS…

Duties include, but are not limited to....

Lead, develop and mentor a multi-disciplinary team of Field applications scientists. Accountability for the technical success of our SEAs distributors. Develop SEA sub-regional support strategies in collaboration with the APAC technical services Senior Director that focus on growth, customer excellence and development of our staff. Collaborate closely with the SEA Associate Director of sales including monitoring the activity of Channel partners & Major/Strategic accounts together with the FAS and SAM teams to ensure minimal downtime on boxes in the field, and effective feedback to the internal teams for timely product and workflow improvements Present to senior leadership regularly on business health and opportunities. Plan and implement onboarding and support strategies for the different segments of ONT’s customer base, to push device utilization in the field. As well as for distributors and service providers. Ensure high level of customer satisfaction by reviewing customer feedback, and monitoring team and individual key performance indicators Effectively communicate customer feedback (on product and service) to the relevant internal teams (PM, Apps, CS, Sales, Comm Opps, Logistics) to allow the quick improvement of in-field product and service performance Triage cases in the Technical Support queue and monitor workload distribution Monitor training workload and distribute trainings based on expertise and availability of the local team Recruit and onboard personnel (FAS) in line with company and departmental goals and timelines, to ensure optimal team performance and effectiveness Manage staff performance and career development aspirations. Any other duties as might be required within the remit and responsibilities of the post.
 

We'll expect you to have....

You must have a PhD degree in life sciences or applicable area, or extensive experience within the field. You should have previous leadership experience of managing a support team, both in country and remotely along with commercial experience within a support or customer facing role. Oxford Nanopore is a fast paced environment and we are looking for someone up for the challenge of this, could this be you? You will have lab experience with proven knowledge and understanding of genetics, molecular biology, cell biology and related fields. Previous experience in giving oral presentations, teaching or training other scientists is also being sought. You should be highly approachable with a strong desire to succeed


We offer outstanding 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.


If you are looking to utilise your skills to really make a difference to humankind, then consider joining our team and apply today

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