Senior Manager, Customer Service Operations

9880 Campus Point Dr #210, San Diego, CA 92121 Customer Support Full-time
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We are passionate about our mission to develop high performing products to study genomics in an unprecedented flexibility and to understand biology for the improvement of healthcare. We have built a highly efficient product-driven organization where employees can learn, grow and thrive in a challenging but encouraging environment.  We are committed to scientific integrity, collegiality, honesty, objectivity, and openness.  

What will you be doing?

  • Provide leadership and strategic direction regarding all Customer Support operation functions
  • Lead Support Services CRM and supporting software implementation
  • Drive efficiencies in dispatch/scheduling to enable the Field team delivery of services in a timely fashion to meet or exceed customer expectations and SLAs
  • Establish and maintain training and education opportunities for a competent workforce dedicated to providing a high level of customer support
  • Foster leadership development within the Customer Support team to provide a solid base on which to build a world class service organization that supports sales efforts and targets
  • Lead documenting and updating all service operations processes
  • Create and implement metrics for Customer Support organization
  • Track and report on overall Customer Support KPI's
  • Guide the development of technical services/call center strategies, goals, and efficiency
  • Foster cohesive working relationships between sales/service/marketing/R&D and all aspects of the Customer Support organization to ensure best possible outcomes that are seamless to the customer while also maximizing business growth opportunities
  • Liaison between R&D and Customer Support to ensure product changes are communicated to the team
  • Execute operational process improvements in key areas based on data collection/analysis of customer feedback at multiple touch points along the customer journey
  • Continuous improvement on utility and reporting of analytics/tools and processes to support business needs and internal teams to drive customer satisfaction
  • Provide oversight on purchases and/or allocations of spare parts inventory, supplies, etc. for the assigned areas and maintain/reconcile these items to meet or exceed customer expectations and contractual commitments
  • Establish trunk stock strategy and maintain inventory levels for all spare parts and service loaner equipment/depot
  • Oversee logistics to ensure proper replenishment, efficient logistics handling of service parts and consumables
  • Oversee strategic development of best-in-class technical support team through data driven resource modeling, training delivery, sense of urgency to resolve customer issues culminating in a positive customer experience

What skills / experience do you need?

  • Fundamental knowledge of the principles and practices in the NGS space
  • Broad knowledge of the principles and practices of finance and cost-based accounting
  • Broad knowledge and practical experience in project management, personnel development, and leadership
  • Broad knowledge of Service and Support practice and principles
  • Must be adept at organizing, analyzing, and manipulating data into cohesive reports and presentations
  • Must be able to present to senior leadership in a clear and concise manner and articulate ideas in a proper format
  • Must have strong background in quality processes, continuous improvement, process efficiencies and service operations

EDUCATION AND EXPERIENCE:

  • Minimal requirement is a four-year degree in life sciences, engineering or business. Advanced degree preferred
  • Minimum of 8 years’ experience in service or support role with at least 5 years of leadership management experience supervising operational functions within service or support organization