Director, Services & Support

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

At Nautilus, we have a big and important mission: improve the health of millions by unleashing the potential of the proteome to accelerate drug development and enable a new world of precision and personalized medicine. We are developing a single-molecule protein analysis platform of unprecedented sensitivity, scale, and ease of use that we believe will democratize access to the proteome – one of the most dynamic and valuable sources of biological insight. To accomplish this, we are pursuing deep, hard science with an entrepreneurial mindset and creating a world-class team of builders, innovators, and dreamers across a wide range of disciplines.

We are seeking a Director, Service & Support to join our team. This leader will oversee post-commercialization support for our instruments, assays, and software, ensuring customers receive exceptional technical, scientific, and service assistance. The successful candidate will help establish and continuously improve our product support program for the platform instrument, beginning with support for in-house users at the San Carlos office. You’ll collaborate closely with Systems Integration, Engineering, and Software teams to gain comprehensive expertise in our Proteomic Analysis System. Prior experience with optics, fluidics, mechanics, or computing is highly desirable.

This role reports to the Chief Financial Officer and is based in San Carlos, CA.

Responsibilities

Leadership & Strategy

• Contribute to the development and implementation of service revenue models, such as contracts, extended warranties, and training programs.
• Support the formulation and implementation of a global product support strategy, working in partnership with senior leaders.
• Lead technical support, field service, and customer experience teams, ensuring alignment with departmental goals.
• Collaborate with R&D, Quality, Regulatory, and Commercial departments to enhance customer satisfaction and drive product performance improvements.
• Define and monitor key performance indicators (KPIs) and metrics to assess service quality, response times, and resolution effectiveness.

Customer & Technical Support

• Direct technical support teams in managing customer inquiries, troubleshooting, and issue escalation processes.
• Ensure the development and maintenance of thorough documentation and knowledge bases for both internal stakeholders and customers.
• Establish clear escalation protocols for critical or high-impact incidents.

Internal Product Support and Field Service Management

• Oversee internal product and field service operations, including installation, maintenance, and repair of instruments or automation systems.
• Promote ongoing improvements in first-time fix rates, system uptime, and preventive maintenance initiatives.
• Establish systems and infrastructure to enable effective traceability and handling of complex incidents using data‑driven root cause analysis, diagnostics, and preventive engineering.

Product Lifecycle Support

• Collaborate with Product Management and R&D to integrate customer feedback into product design and enhancement efforts.
• Supervise post‑market surveillance activities, manage complaint handling, and facilitate root cause analyses.
• Prepare service teams for new product launches through training, documentation, and spare parts planning.

Team Development

• Recruit, mentor, and develop high‑performing support and service personnel.
• Cultivate a culture of accountability, innovation, and strong customer advocacy within the team.
• Manage departmental budgets for staffing, inventory, and logistics.

Requirements

• Education: Bachelor’s or Master’s in Biological Sciences, Biomedical Engineering, or related field; MBA preferred.
• Experience: 5–7 years of management experience in product support or operations in life sciences/diagnostics, including experience leading multiple teams or subordinate managers.
• Experience with complex biotech or diagnostic instrumentation/software required.
• Knowledge of ISO 13485, FDA QSR, and GxP necessary.
• Strong cross‑functional communication and customer focus.
• Willingness to travel up to 30%.

Nautilus Team Culture

• We are curious go‑getters: this is a team of life‑long learners who aren’t afraid to tackle the big challenges, and we embrace the journey.
• We are detail oriented: we do great science by working smart & with diligence where we learn from our trials and mistakes.
• We are easy to work with: we want our workplace to be one where everyone can share their perspective and be treated with respect and kindness.