Best Canditate
Do you want to work for a high growth technology driven company that is advancing scientific research & discovery with cutting edge single cell technology?
Are you an East Coast US based Global Customer Solutions Manager, Head of Field Service, North America Service & Support Manager or equivalent with proven experience leading Field Service & Technical Support Teams?
Do you have 5 years technical or scientific capital equipment support experience in areas of Single Cell Proteomics, Microfluidics, Cell Line Development, Antibody Discovery, Biopharma, Bioprocessing?
Do you also have proven experience of setting up SFDC service cloud CRM platforms?
If you said yes to the above, then this new Global Customer Solutions Manager – Single Cell role could be perfect for you!
This is a remote role based in the US (Ideally East Coast) with Global travel (Circa 45% – 65%)
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The role of Global Customer Solutions Manager – Single Cell:
- In this exciting Global Customer Solutions Manager position, you will play a pivotal role in building our client's Global Customer Solutions team and business operations.
- This key leadership position is responsible for managing and mentoring the Technical Support group globally including the Field Service Engineering and In House Technical support teams.
- As a leader, you will oversee the daily operations of the team, assist in pre-sales and support activities and deliver exceptional service to our customers.
- You will work closely with service management and support teams to provide technical training, installations, and troubleshooting assistance, ensuring regional goals are met and that your team consistently performs at its best
- Manage and build out the SFDC Service Cloud CRM platform.
- Collaborate with Regional Account Managers and Regional Support Staff to determine appropriate call assignments and escalate issues (CAPA) when necessary.
- Provide high-level technical support for customers, assist in demonstrations, installations, and training, and ensure successful customer adoption of our client’s market-leading single-cell technology.
- Develop and implement training protocols for technical support personnel, with a focus on continuous improvement and knowledge sharing.
- Act as the regional expert for our client’s instrumentation and applications, including single-cell isolation, and mentor less experienced technical support and service engineers
- Conduct performance evaluations, provide feedback, and help identify training needs for technical support staff.
- Assist in pre-sales activities to drive business growth and expand market presence.
- Own and ensure safety protocols are followed in the demonstration lab.
- Travel as required for customer support, installations, and training (overnight and air travel)
Requirements of the Global Customer Solutions Manager – Single Cell:
- Minimum of 5 years of technical or scientific capital equipment support experience, ideally in Single-Cell Proteomics, Microfluidics, Cell Line Development, Antibody Discovery, Biopharma, Bioprocess, CRO/CDMO space
- You will already be a Global Customer Solutions Manager, Head of Field Service, North America Service & Support Manager or equivalent with a minimum of 3 years line management experience of field-based service engineers in North America and ideally Internationally.
- Highly motivated, entrepreneurial, disciplined, and results-oriented support professional with a passion for exceeding expectations
- Electrical/Mechanical engineering background, or associated technical experience at bachelor’s level
- Proven experience of setting up SFDC service cloud CRM platform
- Proven track record of success in achieving support KPIs, growing key accounts, and networking at all levels of the customer organization
- Exceptional communication and presentation skills, with the ability to connect with customers, provide empathetic support and maintain customer relations in difficult circumstances
- Excellent interpersonal and relationship-building skills both internally and externally
- Strong organizational skills and the ability to manage multiple priorities effectively
- Full right to work in the US with the ability to travel across North America & Globally without any restrictions with a valid Passport & Driving Licence
Salary & Benefits:
- Highly Attractive Base Salary DOE
- Car Allowance
- Employee Share Options
- Pension
- Holidays
- Phone & Laptop
To apply for this exciting Global Customer Solutions Manager – Single Cell role please send your up-to-date Resume to oliver@beautifulrecruitment.com and call Oliver today on +44 (0) 203 911 1000.
You must have full right to work in the US with the ability to travel Globally without any restrictions and hold a valid Passport & Driving Licence.
Beautiful Recruitment also operates a recommend -a-friend referral scheme. So, if you know someone who could be good for this job, email your nominated candidate’s name and contact details in confidence via email too, and we will ensure you receive £100.00 of vouchers from a high street retailer of your choice once we have successfully placed the person referred by you.
About Company
A high growth technology driven company that is advancing scientific research & discovery with cutting edge single cell technology.
