Team Lead - Technical Service Engineering, Life Sciences

Azenta Life Sciences; Manchester; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading global life sciences company in Manchester is looking for a Technical Support Team Lead to oversee a technical support team and enhance customer experience. This role involves managing team performance, setting KPIs, and resolving complex service-related challenges. Candidates should have a technical qualification and experience in the life sciences or healthcare industries. Strong communication and problem-solving skills are essential. Join us to make impactful contributions in the life sciences sector.

Qualifications

• Experience in technical support or field service within life sciences or healthcare sectors.
• Strong ability to resolve complex technical issues independently.
• Natural interest in mechanical and technical systems.

Responsibilities

• Lead and manage a regional technical support team.
• Plan and coordinate team activities to meet goals.
• Develop and implement technical support strategies.
• Define and track performance metrics and customer satisfaction.
• Drive readiness for technical support and training.

Skills

Technical acumen

Interpersonal skills

Communication skills

Problem-solving

Leadership skills

Education

Technical qualification

Job description

The Technical Support Team Lead plays a critical role in overseeing a team of technical support engineers and service partners, ensuring exceptional customer experience through effective troubleshooting, diagnostics, and repair of complex equipment. Reporting to the Senior Manager, Global Technical Support, this position drives operational excellence by monitoring team performance, establishing KPIs, and fostering cross‑functional collaboration with product, engineering, field service, and installation teams. The Team Lead serves as the primary escalation point for service‑related issues, ensuring timely and effective resolution.

What you’ll do…

• Lead and manage a regional technical support team, providing guidance and direction to deliver best‑in‑class product support for all Life Science solutions.
• Plan, organize, and coordinate team activities to meet operational goals and customer expectations.
• Partner with the Senior Manager to develop and implement technical support strategies for internal teams and channel partners.
• Define and track performance metrics, including KPIs and customer satisfaction indicators.
• Develop and maintain standard operating procedures and feedback mechanisms to enhance service quality.
• Drive readiness for technical support, customer service, training, and field service while contributing to product development initiatives.
• Resolve complex technical challenges requiring creativity and sound judgment within established policies.
• Conduct regular one‑on‑one meetings, coach team members, and ensure professional development.
• Provide coverage for technical support engineers during resource gaps.
• Accountable for achieving annual team objectives related to service delivery, operational performance, and employee engagement.

What you’ll bring…

• Technical qualification.
• Experience in technical support or field service, ideally within life sciences, healthcare, medical device, or pharmaceutical industries.
• Strong technical acumen combined with emerging leadership skills.
• Exceptional interpersonal and communication abilities, with a talent for translating complex concepts into clear, actionable solutions.
• Demonstrated ability to resolve diverse and complex problems independently.
• Natural interest in mechanical and technical systems.

Azenta UK, Ltd.

At Azenta, new ideas, new technologies and new ways of thinking are driving our future. Our customer‑focused culture encourages employees to embrace innovation and challenge the status quo with novel thinking and collaborative work relationships.

All we accomplish is grounded in our core values of Customer Focus, Achievement, Accountability, Teamwork, Employee Value and Integrity, Azenta Life Sciences is a global leader in life sciences solutions, managing over 1 billion samples worldwide and accelerating breakthroughs to market. Our culture is built on collaboration, authenticity, and innovation, empowering employees to challenge norms and deliver impactful results. Join us and help enable life sciences companies to bring therapies and discoveries to market faster.

Join Azenta Life Sciences and be part of a mission‑driven team that values innovation, collaboration, and integrity. Together, we enable life sciences companies to bring impactful breakthroughs to market faster.