Director, Services & Support
About The Position
At Nautilus, we have a big and important mission: improve the health of millions by unleashing the potential of the proteome to accelerate drug development and enable a new world of precision and personalized medicine. We are developing a single-molecule protein analysis platform of unprecedented sensitivity, scale, and ease of use that we believe will democratize access to the proteome – one of the most dynamic and valuable sources of biological insight. To accomplish this, we are pursuing deep, hard science with an entrepreneurial mindset and creating a world-class team of builders, innovators, and dreamers across a wide range of disciplines. We are seeking a Director, Service & Support to join our team. This leader will oversee post-commercialization support for our instruments, assays, and software, ensuring customers receive exceptional technical, scientific, and service assistance. The successful candidate will help establish and continuously improve our product support program for the platform instrument, beginning with support for in-house users at the San Carlos office. You’ll collaborate closely with Systems Integration, Engineering, and Software teams to gain comprehensive expertise in our Proteomic Analysis System. Prior experience with optics, fluidics, mechanics, or computing is highly desirable. This role reports to the Chief Financial Officer and is based in San Carlos, CA.
Requirements
- Bachelor’s or Master’s in Biological Sciences, Biomedical Engineering, or related field; MBA preferred.
- 5–7 years of management experience in product support or operations in life sciences/diagnostics, including experience leading multiple teams or subordinate managers.
- Experience with complex biotech or diagnostic instrumentation/software required.
- Knowledge of ISO 13485, FDA QSR, and GxP necessary.
- Strong cross-functional communication and customer focus.
- Willingness to travel up to 30%.
Nice To Haves
- Prior experience with optics, fluidics, mechanics, or computing is highly desirable.
Responsibilities
- Contribute to the development and implementation of service revenue models, such as contracts, extended warranties, and training programs.
- Support the formulation and implementation of a global product support strategy, working in partnership with senior leaders.
- Lead technical support, field service, and customer experience teams, ensuring alignment with departmental goals.
- Collaborate with R&D, Quality, Regulatory, and Commercial departments to enhance customer satisfaction and drive product performance improvements.
- Define and monitor key performance indicators (KPIs) and metrics to assess service quality, response times, and resolution effectiveness.
- Direct technical support teams in managing customer inquiries, troubleshooting, and issue escalation processes.
- Ensure the development and maintenance of thorough documentation and knowledge bases for both internal stakeholders and customers.
- Establish clear escalation protocols for critical or high-impact incidents.
- Oversee internal product and field service operations, including installation, maintenance, and repair of instruments or automation systems.
- Promote ongoing improvements in first-time fix rates, system uptime, and preventive maintenance initiatives.
- Establish systems and infrastructure to enable effective traceability and handling of complex incidents using data‑driven root cause analysis, diagnostics, and preventive engineering
- Collaborate with Product Management and R&D to integrate customer feedback into product design and enhancement efforts.
- Supervise post-market surveillance activities, manage complaint handling, and facilitate root cause analyses.
- Prepare service teams for new product launches through training, documentation, and spare parts planning.
- Recruit, mentor, and develop high-performing support and service personnel.
- Cultivate a culture of accountability, innovation, and strong customer advocacy within the team.
- Manage departmental budgets for staffing, inventory, and logistics.
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What This Job Offers
Job Type
Full-time
Career Level
Director
