Technical Support & Training Manager - Germany/Austria

Promega; United Kingdom; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading biotechnology company in the United Kingdom is seeking a dedicated professional to manage customer technical support and training for Genetic Identity products. The ideal candidate has a strong background in molecular biology, excellent communication skills, and the ability to travel extensively. Responsibilities include developing training programs, leading technical support operations, and representing the company at industry events. Competitive benefits and a commitment to diversity are offered.

Benefits

Equal Opportunity Employer

Commitment to diversity

Culture of belonging

Qualifications

• Minimum of 5 years’ experience in a forensics laboratory or similar with training experience.
• Ability to troubleshoot and train others on fluorescent detection DNA sequencing or CE platforms.
• Demonstrated proficiency in using digital tools and technology.

Responsibilities

• Develop and implement advanced technical and marketing training programs.
• Lead high-level technical support operations and resolve complex issues.
• Represent the company at conferences and deliver presentations.

Skills

Fluorescent detection DNA sequencing

Excellent communication and listening skills

Strong presentation skills

Ability to travel extensively

Proficiency in digital tools and technology

Education

B.S. degree in molecular biology

M.S. or PhD in molecular biology (preferred)

Tools

Microsoft applications

Job description

JOB OBJECTIVE

Responsible for managing and directing activities related to proactive customer technical support and training for the Genetic Identity Business Unit. Partners with Sales and Marketing functions on product commercialization tactics with the goal to drive revenue growth and increase market share.

CORE DUTIES

1. Develop, coordinate, and implement advanced technical and marketing training programs, product demonstrations, product validations, and workshops for Genetic Identity Business Unit products and instrument platforms utilizing Promega chemistries. Ensure comprehensive curriculum development, customization, and preparation of presentation materials for internal and external stakeholders worldwide.
2. Lead and manage high-level technical support operations, ensuring seamless communication and activities between Technical Services, Forensic Regional Account Managers, FAS Technical Training, and Scientific Applications groups. Provide expert oversight and guidance to resolve complex technical issues for customers.
3. Deliver specialized technical troubleshooting and consultation to customers at various sales cycle stages (evaluation, validation, or post-sale). Employ advanced problem-solving skills to resolve critical issues via telephone, email, online chat, laboratory testing or on-site visits, ensuring customer satisfaction and retention.
4. Function as technical consultant for business development opportunities related to Genetic Analysis business.
5. Review marketing material for technical accuracy, including Profiles in DNA (publication), European GI team identity, product brochures, communication to customers in compliance with ISO requirements, and other technical documents as they occur.
6. Provide team leadership in one or more areas (e.g., training, Quality Assurance etc.) undertaking projects or other significant efforts as appropriate. Leadership is defined as, but not limited to, defining, and understanding scope of project, developing team, setting team goals, implementing, communicating, setting goals/milestones, and maintaining process as deemed appropriate.
7. Represent Promega at regional and international conferences and seminars, delivering impactful presentations on Genetic Identity Business Unit products. Enhance brand reputation and thought leadership within the forensic scientific community.
8. Facilitate strategic communication and collaboration between Genetic Identity Madison marketing, branch marketing, and other departments. Function as a key liaison to ensure alignment and integration of marketing strategies and technical initiatives.
9. Monitor and report competitor activities, technical developments, and trends.
10. Maintain pertinent customer contact information within the CRM (Customer Relationship Management) system.
11. Lead or contribute to cross-functional teams, driving the successful execution of strategic and tactical plans. Ensure projects are delivered on time, within scope, and aligned with business objectives.
12. Demonstrates inclusion through their own words and actions and is accountable for a safe workspace. Acts with kindness, curiosity and respect for others.
13. Embracing and being open to incorporating Promega’s 6 Emotional & Social Intelligence (ESI) core principles in daily work.
14. Understands and complies with ethical, legal and regulatory requirements applicable to our business.

KEY QUALIFICATIONS

1. B.S. degree in molecular biology (or equivalent) with a minimum of 5 years’ experience in a forensics laboratory/or similar with training experience.
2. Experience with fluorescent detection DNA sequencing or CE platforms with the ability to troubleshoot and train others on their use.
3. Excellent communication and listening skills, both verbal and written.
4. Proven strong presentation skills in small or large audiences.
5. Ability to travel extensively both domestically and internationally - averaging 50% of the time.
6. Ability to maintain a safe and clean laboratory environment.
7. Ability to work independently with minimal supervision and with other team members in a cooperative manner.
8. Demonstrated proficiency in digital tools and technology, including Microsoft applications and mobile platforms, with the ability to adapt and leverage emerging technologies, such as artificial intelligence, to improve efficiency, automation, and collaboration.

PREFERRED QUALIFICATIONS

1. M.S. or PhD in molecular biology or a related field.
2. Prior teaching and curriculum development experience (lecture and laboratory) in genetic identity-related areas or molecular biology.
3. Ability to troubleshoot most applications related to Promega’s complete product line.
4. Experience in performing and documenting laboratory validations.

PHYSICAL DEMANDS

1. Ability to work with computer equipment frequently.
2. Ability to frequently and accurately communicate with customers via telephone, fax, and e-mail.
3. Ability to wear personal protective equipment (lab coat, goggles, gloves, etc.).
4. Ability to work at a lab bench and with biological and fume hoods frequently.
5. Ability to move objects up to 25 pounds.

At Promega, we are committed to building a diverse workforce that reflects the communities we serve and creating a culture where everyone belongs. As an Equal Opportunity Employer, we welcome and encourage applications from all backgrounds, ensuring that employment decisions are made fairly and equitably.