Global Field Service Lead – Life Sciences Instruments

ProteinSimple; San Jose (CA); On-site; USD 71,000 - 117,000; Full time

Benefits offered by this job

Health insurance

401k plan

Employee stock purchase plan (ESPP)

Health Savings Account (HSA)

Flexible Spending Account (FSA)

Tuition reimbursement

Job summary

Bio-Techne is seeking a Service Support Manager to lead technical support for assigned product lines in a global context. You will drive escalations, influence product readiness, and guide service strategies across the lifecycle, partnering with Engineering, Product Management and Operations.

The role requires a engineering-related degree with 2+ years' experience (5+ in Life Sciences) and strong communication skills to translate field needs into actionable plans.

Qualifications

• Bachelor’s degree in Engineering, Bioengineering, Biological Sciences, Biotechnology, or related field.
• 2+ years of relevant experience, or 5+ years in Life Science/Medical Device in a cGMP environment.
• Customer service or customer-facing experience preferred.
• Strong ability to analyze field symptoms and data to identify failure mechanisms.
• Knowledge of ProteinSimple instrumentation and field support practices desirable.
• Excellent verbal and written communication; ability to coordinate cross-functionally.

Responsibilities

• Own technical support and escalations for assigned product lines.
• Represent Field Service in new product introductions and changes to ensure serviceability.
• Develop and maintain standardized service documentation, resources, and training.
• Support global Field Service regions by coordinating with Engineering, Product Management, Operations and Quality.
• Monitor field performance and drive improvements based on customer feedback.
• Coordinate issues across the product lifecycle with internal teams.

Skills

Technical troubleshooting

CRM databases

Microsoft Office

Customer service

Cross-functional collaboration

Communication skills

ProteinSimple tools

Education

Bachelor's degree in Engineering / Bioengineering / Biological Sciences / Biotechnology

Job description

Bio-Techne is seeking a Service Support Manager to lead technical support for assigned product lines in a global context. You will drive escalations, influence product readiness, and guide service strategies across the lifecycle, partnering with Engineering, Product Management and Operations.

The role requires a engineering-related degree with 2+ years' experience (5+ in Life Sciences) and strong communication skills to translate field needs into actionable plans.