Senior Manager to Director of Customer Solutions, Field Service

Bionano • San Diego, CA

110d

About The Position

This key management role will be responsible for the support of Bionano's installed base of genome mapping systems & their networking for data processing and analysis as well as for the installation & networking newly adopted systems in the field. The successful candidate will lead and manage a team and also provide direct support to customers as dictated by the needs of the business.

Requirements

• Strong interpersonal skills and customer acumen.
• Proven experience supporting complex analytical instrumentation and computational systems in high-pressure situations with customers who depend on continuous up-time of our systems.
• Proven leadership experience with field service engineering teams in a similar organization with similar products and solutions.
• Proven ability to understand customer needs and maintain useful requirements and specifications documents for customers, distribution partners and internal teams.
• Familiarity with formal reliability engineering concepts.
• Excellent analytical, problem solving and interpersonal skills.
• Outstanding written and verbal communication, and training skills.

Nice To Haves

• Experience leading a global team preferred.
• Experience with instrumentation/IT networking for genomics platforms – arrays, NGS, etc. preferred.

Responsibilities

• Lead team of Field Service Engineers (FSEs) and Genomic Data Specialists (GDSs) who evaluate, troubleshoot, diagnose, repair & if needed, replace, the company’s optical genome mapping systems & compute servers through remote and intervention on-site at customer sites.
• Lead the company’s process for planning and allocation of resources to the field for preventative maintenance and emergent service needs to optimize uptime and field performance of our fleet of instruments and servers to drive customer and business success.
• Develop and conduct training programs and workshops to train new FSEs, new GDSs & the engineering teams of the company’s distribution partners in the effective service and support of Bionano systems.
• Maintain updated and current technical documentation and training materials.
• Assist in customer workshops and user meetings to provide insights and knowledge transfer related to installation, instrumentation, computational infrastructure, and networking solutions.
• Work collaboratively with product development and other teams to provide voice-of-customer.
• Share feedback for continuous product improvement.
• Other duties as assigned.

Benefits

• Relocation support available.

What This Job Offers

• Career Level: Manager
• Education Level: Bachelor's degree