Director, Global Service & Support – Life Sciences

Madrona Venture Labs; San Carlos (CA); On-site; USD 120,000 - 160,000; Full time

Job summary

Madrona Venture Labs is seeking a Director, Service & Support in San Carlos, CA. In this role, you will oversee post-commercialization support for instruments and software, ensuring exceptional customer assistance. Collaboration with various teams is essential for product effectiveness and service improvement.

The ideal candidate will have a degree in Biological Sciences, significant management experience in life sciences, and a strong focus on customer satisfaction. We foster a culture of curiosity and accountability, aiming to harness the power of proteomics.

Qualifications

• 5-7 years of management experience in product support or operations in life sciences/diagnostics.
• Experience leading multiple teams or subordinate managers.
• Ability to manage complex technical customer service requirements.

Responsibilities

• Oversee post-commercialization support for instruments, assays, and software.
• Contribute to the development and implementation of service revenue models.
• Lead technical support and customer experience teams.

Skills

Leadership in technical support

Cross-functional communication

Customer focus

Education

Bachelor’s or Master’s in Biological Sciences, Biomedical Engineering, or related field; MBA preferred

Tools

Complex biotech or diagnostic instrumentation

ISO 13485

FDA QSR

GxP

Job description

Madrona Venture Labs is seeking a Director, Service & Support in San Carlos, CA. In this role, you will oversee post-commercialization support for instruments and software, ensuring exceptional customer assistance. Collaboration with various teams is essential for product effectiveness and service improvement.

The ideal candidate will have a degree in Biological Sciences, significant management experience in life sciences, and a strong focus on customer satisfaction. We foster a culture of curiosity and accountability, aiming to harness the power of proteomics.