Job Description
Oxford Nanopore Technologies is headquartered at the Oxford Science Park outside Oxford, UK, with satellite offices and a commercial presence in many global locations across the US, APAC and Europe.
Oxford Nanopore employs from multiple subject areas including nanopore science, molecular biology and applications, informatics, engineering, electronics, manufacturing and commercialisation. The management team, led by CEO Dr Gordon Sanghera, has a track record of delivering disruptive technologies to the market.
Oxford Nanopore’s sequencing platform is the only technology that offers real-time analysis, in fully scalable formats from pocket to population scale, that can analyse native DNA or RNA and sequence any length of fragment to achieve short to ultra-long read lengths. Our goal is to enable the analysis of any living thing, by anyone, anywhere!
The Details…
The Service and Support Director, EMEAI North, is responsible along with the Senior Sales Director, for defining and implementing the technical service & support strategy, to support the growing installed customer base in the EMEAI North sub-region.
They will work cross functionally, and with the managers of the North Applications teams, to ensure the highest quality support, training and consultancy is provided to Oxford Nanopore customers to drive commercial growth and customer satisfaction with Oxford Nanopore Technologies. They will work with other ONT functional leaders to ensure customers are able to fully access the intended use of ONT products within their applications & workflows.
Key Responsibilities
- To work closely with the North sub-region head of sales to align the technical and sales account management strategy to support delivery of the agreed commercial targets.
- To collaborate & communicate with other senior leaders across the sub-region to drive adoption, customer success, customer satisfaction and flow cells utilisation.
- To work closely with other senior service leaders globally to shape the ONT support strategy to suit our evolving needs.
- To develop and coaching the FAS Mangers of the region and support them in developing their teams.
- To work closely and monitor all strategic projects in the sub-region, ensuring a full project team is put in place and roles and responsibilities for that team are defined.
- Work closely with FAS Manager is ensure the team adheres to best practices for supporting customers, trouble shooting and driving timely resolutions.
- To build relationships with KOL customers and across broad fields of research interest.
- Working cross functionally to ensure minimal downtime on devices in the field, and effective feedback to the internal teams for timely product and workflow improvements.
- Effectively communicate customer feedback (on product and service) to the relevant internal teams (PM, Apps, Sales, Comm Opps, Logistics) to allow the quick improvement of in-field product and service performance.
- To review Service Providers performance and implement new ways of supporting their work and their customers.
- Any other duties as might be required within the remit and responsibilities of the post
Qualifications/Education (Essential)
What We're Looking For…
- BSc degree (preferably in the life sciences) or equivalent commercial experience in a relevant field
- Proven commercial experience in leading service orientated, customers facing teams
- Previous experience of leading a large region, with an emphasis on coaching and developing their team.
- Previous experience of designing, implementing and delivering a successful technical support strategy
- Solid background of lab experience with proven knowledge and understanding of genetics, molecular biology, cell biology and related fields
- Experience in fast paced, multi-tasking environment
- Experience in leading the support teams of large strategic projects and working cross functionally to ensure a successful outcome.
Desirable
- Experience working with research/life science departments highly preferred
- Previous experience in managing service & support team highly desirable
- Previous experience of managing Managers
- Previous experience of designing and implementing new support plans
- Someone with prior experience managing field service engineers and the process required to support service repairs.
Knowledge/Skills/Abilities
- Proven experience of developing and coaching their team
- Experience working with SalesForce.com or a similar CRM database
- Technical competency to understand and clearly discuss fundamental theory and principles of experimental design, techniques and results; to stay current in technical knowledge;
- Strong knowledge of the technical and customer services processes & systems within a commercial environment
- Proven ability of effective written and verbal communication and listening skills
- Strong commitment to customer service and satisfaction
Attitude/Other Requirements
- Excellent communication skills and collaborative team player
- Has an approachable manner that encourages interaction with others
We offer outstanding benefits to include an attractive bonus, generous pension contributions, private healthcare and an excellent starting salary. Based within beautiful, landscaped surroundings with tree-lined walks, water features and a lake, all of which make for a wonderful working environment.
If you are looking to utilise your skills to really make a difference to humankind, then consider joining our team and apply today!
Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.
About Us
Oxford Nanopore’s goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation of nanopore-based sensing technology enabling the real-time, high-performance, accessible and scalable analysis of DNA and RNA. The technology is used in more than 100 countries to understand the biology of humans and diseases, plants, animals, bacteria, viruses and whole environments.
Oxford Nanopore was founded in 2005 as a spin-out from the University of Oxford and now employs over 1000 employees around the world.
