Technical Support Manager

Seer

Redwood City, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/25/2021
  • Website: seer.bio
  • Company Address: 3800 Bridge Parkway,, Suite 102, Redwood City, California 94065, US

About Seer

Seer is a life sciences and health data company focused on capturing and translating deep molecular insights from the proteome to enable early detection of cancer and neurological diseases, drive earlier treatment, and improve patient outcomes.

Job Description

We are looking to hire an experienced Technical Support Manager to join our growing Service and Support team.  At Seer, we are passionate about empowering our customers to expand scientific discoveries and achieve exceptional scientific outcomes. We believe the next frontier in biology is enabled through a clearer and more complete view of the proteome – something that Seer can uniquely deliver. As we build our team, we are looking for collaborative, driven, intellectually curious people who are committed to solving complex challenges and enabling our customers to be successful. Our culture rewards accountability, cross-functional teamwork, and a customer-orientated approach. We believe this enables the kind of breakthrough thinking that will accelerate our mission. 

 

The Role & The Team 

 

The driving focus of the Service and Support team is to delight our customers, make them successful, and drive market adoption of our Proteograph™ products to be launched early in 2021. Reporting to the Head of Service and Support, we are seeking an exceptional Technical Support Manager to join our growing US-based field team. This individual will be a key hire in laying the groundwork for a best-in-class service and support team and leaving their mark on our culture and behaviors for years to come.  

 

Key Responsibilities  

 

The key responsibilities of this role center around the ability of the candidate to build a scalable technical support team and infrastructure that provides a customer experience unparalleled in the life science industry. The candidate must have a demonstrated record of accomplishments and experience with building a technical support team, developing a cohesive culture, and making customer’s successful. Candidates must have a strong entrepreneurial orientation and an industrious attitude for accomplishing what needs to get done. Areas of specific responsibility and attention for this role include:  

 

  • Help build a service and support organization that is structured for growth, global operational excellence, and customer and employee success. 
  • Create and document support processes including delivery of support (chat, phone, email), case management, metrics, and issue escalation and resolution.  
  • Hire, develop, support, coach, and train new members of the Service and Support team to deliver responsive support with high technical expertise to our customers. 
  • Motivate and lead the team through performance coaching, career planning, and setting development objectives. 
  • Work with the commercial team to develop scalable, intuitive, and straightforward CRM workflows. 
  • Develop an escalation pathway that is customer focused, metric driven, and spans the customer journey from the first call through issue resolution.  
  • Assist with the construction of onboarding and training tools for new hires and customer installs. 
  • Provide input on customer experience and process improvements to internal teams in a timely manner.  
  • Ensure key performance metrics, including customer response time, issue resolution time, technical accuracy, and departmental efficiency are met or exceeded. 
  • Coordinate and provide training to staff on Seer products, problem solving skills, and customer service skills. 
  • Develop strong interdepartmental collaborations with Marketing, Sales, Product Development, and Automation to ensure the voice of customer is heard and escalations are resolved with urgency.    

Background and Qualifications: 

 

  • B.S./M.S. or Ph.D. (preferred) in a scientific discipline or equivalent experience as a Technical Support Manager or Field Application Scientist Manager with exposure to life science applications (proteomics preferred). 
  • 5+ years of Support leadership experience in biotech developing a team of specialists to provide high quality, personalized support.  Preferable experience managing teams that support complex instrumentation and applications. 
  • Expertise implementing and maintaining support centers (phone, email, and chat) including the development and maintenance of support focused CRM systems. 
  • Outstanding organizational, writing, communicating, problem solving and interpersonal skills. 
  • Aptitude for understanding, communicating, and training scientific concepts, applications and methods. 
  • Clear vision of and commitment to providing outstanding customer service. 
  • Ability to handle the dynamic, fast-paced, and multi-tasking environment of a rapidly growing biotech company. 
  • Strong and collaborative work ethic; must be a self-starter and persistent in achieving objectives to support Seer’s scientific and business goals. 
  • Must work well in a small team setting, with the ability to work independently and collaboratively, while meeting scheduled deadlines in a fast-paced environment. 
  • Must be willing to travel up to 10%.  



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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.