Senior Manager – Field Service Engineering, AMR

November 13

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Element Biosciences

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Biotechnology • Science

Element Biosciences is a company focused on providing high-quality sequencing and cytoprofiling solutions. They offer a range of products including instruments, reagents, kits, and software designed to enhance scientific research. The company's flagship product, the AVITI System, integrates state-of-the-art sequencing and cyto profiling into a single platform, delivering industry-leading accuracy at low costs. Element Biosciences is dedicated to empowering the scientific community with flexible and efficient tools to advance genomic research. They emphasize innovation and pricing accessibility, aiming to enable more scientists to take control of their research projects.

201 - 500 employees

Founded 2016

🧬 Biotechnology

🔬 Science

📋 Description

• Direct and support the execution of daily operations of the Field Service Engineering team within the AMR region (Installation, Preventative Maintenance, Break/Fix, etc.) • Serve as an escalation point to the field service team for both customer and business process issues • Partner with Distributor Sales channel to ensure timely onboarding of distributor service personnel and support their execution of installation/post sales support of distributor end customers • Ensure timely, accurate, compliant, and cost-effective completion of service activities • Continue to build, scale, and professionally develop an efficient and successful Service Department • Define, monitor, and deliver actionable insights from Field Service KPIs • Collaborate with Commercial stakeholders on developing, assigning, and evaluating team goals and achievements • Proactively assess field capacity and utilization and recommend improvements to support growing customer install base and evolving product portfolio • Coordinate with respective commercial stakeholders in Field Applications, Tech Support, Commercial Operations, Marketing, and Sales to provide continuous improvement to customer experience • Establish and maintain service training and education opportunities to scale and improve Field Service capabilities • Make field visits with FSEs and customers as needed to enable customer growth and success • Create a culture of continuous improvement with the field service team and processes • Insure and audit reporting requirements are being adequately met and adhered to by the field service team • Manage and execute against pre-defined budget targets as defined by Service & Support P&L • Prioritize and execute on projects related to service improvements and customer experience

🎯 Requirements

• Minimum Bachelor’s degree in Bioengineering, Electrical Engineering, Computer Science, Mechanical Engineering, or related field • Minimum 8 years of experience with customer support and/or in biotech industry • Experience working with instrumentation with optics, microfluidics, and electromechanical systems is required • Familiarity with Next-Generation Sequencing or Multi-omic instrumentation a plus • Demonstrated ability to coach and mentor for performance with direct reports in a remote setting • Ability to work independently and as part of a matrix team towards corporate goals. • Excellent organizational, analytical, and interpersonal skills with the ability to present insights and actions to regional and global leadership • Familiarity with SFDC as a CRM and ISO13485 a plus.

🏖️ Benefits

• Stock options • Discretionary annual bonus • No cost health insurance plans • 401k with company match • Flexible paid time off