Product Support Lead – Scientists, EMEAI

Oxford Nanopore Technologies Ltd.; Oxford; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Bonus

Job summary

Oxford Nanopore Technologies Ltd. is hiring a Manager, Product Support Scientists EMEAI to lead the regional support team. The role focuses on delivering high-quality technical support, training and consultancy for front-line teams and scientists, with hybrid work from our Oxford office and up to 30% travel within EMEAI.

The candidate will align escalation strategy, drive consistent troubleshooting, and develop team performance to enable customer success and sustainable adoption of ONT products.

Qualifications

• Several years' commercial experience in biotech/biomedical industry, genomics or related field.
• Proven people management or strong team leadership experience.
• Experience handling product complaints/escalations, risk assessment, and cross-functional collaboration.

Responsibilities

• Lead the EMEAI Product Support team; provide coaching and performance management.
• Align escalation strategy with regional stakeholders and ensure timely resolutions.
• Manage product complaints across workflows and ensure high-quality documentation.
• Analyse regional case data and provide data-driven updates to Product Management.
• Prepare the team for new product launches with training and knowledge assets.

Job description

Oxford Nanopore Technologies Ltd. is hiring a Manager, Product Support Scientists EMEAI to lead the regional support team. The role focuses on delivering high-quality technical support, training and consultancy for front-line teams and scientists, with hybrid work from our Oxford office and up to 30% travel within EMEAI.

The candidate will align escalation strategy, drive consistent troubleshooting, and develop team performance to enable customer success and sustainable adoption of ONT products.