Service Support Manager

Bio-Techne; San Jose (CA); Hybrid; USD 71,000 - 117,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Pet insurance

401k with ESPP

HSA/FSA

Tuition reimbursement

Mentorship and development

Volunteer time off

Job summary

Bio-Techne in San Jose, CA is seeking a Service Support Manager to act as a technical authority for selected product lines. You will own complex escalations, provide field service leadership across the product lifecycle, and coordinate with Engineering, Product Management, Operations and Quality to maintain service capability worldwide.

You will translate field needs into actions, develop documentation and training, support new product introductions, and drive improvements based on field

Qualifications

• Bachelor’s degree in Engineering or related field with 2+ years in Life Science or 5+ years in cGMP environment.
• Strong ability to analyze field symptoms, data, and drive root-cause resolution.
• Knowledge of ProteinSimple instrumentation and field support is desirable.
• Ability to translate complex technical information for field teams and cross-functional partners.

Responsibilities

• Own technical support and escalations for assigned product lines, supporting field investigations and timely resolution.
• Represent Field Service in new product introductions and product changes to ensure service readiness.
• Develop and maintain standardized service documentation, resources, and training programs.
• Support global Field Service regions by connecting regional needs with internal teams and communicating changes.
• Monitor field performance and customer feedback to drive improvements in product, process, and training.
• Collaborate with Engineering, Product Management, Operations, Quality and Technical Support to address serviceability gaps.

Skills

Technical troubleshooting

CRM familiarity

Cross-functional collaboration

Communication skills

Education

Bachelor’s degree in Engineering / Bioengineering / Biological Sciences / Biotechnology or related field

Tools

CRM databases

Microsoft Office

Job description

Hybrid

San Jose, CA

Full time

JR102164

By joining Bio-Techne, you’ll join a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics. Bio-Techne, and all of its brands, provides tools for researchers to further treat and prevent disease worldwide.

Pay Range:

$71,200.00 - $117,100.00

Position Summary:

The Service Support Manager serves as a technical authority, subject matter expert, and Field Service representative for an assigned subset of product lines, working as part of a team of Service Support Managers supporting the broader portfolio. The role owns complex technical escalations and provides technical leadership across the product lifecycle, from new product introduction and service readiness through ongoing field support and continuous improvement.

The Service Support Manager connects global Field Service teams with Engineering, Product Management, Operations, Quality, Technical Support, and other internal partners to resolve technical issues, translate field needs into action, and maintain the technical service capability and institutional knowledge required to sustainably support assigned product lines globally. This includes ensuring engineers have the technical knowledge, documentation, training, tools, procedures, and support strategies required to effectively support assigned products worldwide.

Key Responsibilities:

• Own technical support and escalations for assigned product lines, supporting field investigations, root cause identification, and timely resolution of complex or urgent issues.

• Represent Field Service in new product introductions, product changes, and ongoing product development to ensure serviceability, field readiness, and continuity of support.

• Develop and maintain standardized service documentation, technical resources, training, and certification programs in partnership with field specialists and instructional design, including supporting controlled quality documentation as required.

• Support global Field Service regions by connecting regional needs with internal teams, driving technical and operational issues toward resolution, and communicating relevant product and production changes back to the field.

• Monitor field performance, complaints, escalations, and recurring technical issues, representing the voice of the customer and Field Service to drive product, process, documentation, and training improvements.

• Partner cross-functional with Engineering, Product Management, Operations, Quality, Technical Support, and Field Service to identify serviceability gaps, incorporate field requirements, and drive issues through resolution across the product lifecycle.

Who We Are Looking For:

• Bachelor’s degree in Engineering, Bioengineering, Biological Sciences, Biotechnology, or a related field with a minimum of 2 years of relevant experience, or equivalent education and experience with a minimum of 5 years of relevant experience in a Life Science, Medical Device, or cGMP environment. Customer service or customer-facing experience is strongly preferred.

• Demonstrated technical depth in troubleshooting complex instrument systems, including the ability to independently analyze field symptoms and data, isolate likely failure mechanisms, develop or evaluate diagnostic approaches, and drive issues to root cause and resolution.

• Knowledge of ProteinSimple instrumentation, service workflows, and field support practices is highly desirable.

• Working knowledge of CRM databases and Microsoft Office applications, with the ability to quickly apply new tools to technical communication, documentation, data analysis, and customer support.

• Strong verbal and written communication skills, with the ability to translate complex technical information into clear direction for field teams and cross-functional partners.

• Ability to establish effective interpersonal and cross-functional relationships, solicit key information, influence outcomes, and coordinate work across global teams and regional organizations.

• Strong problem-solving and critical-thinking skills, including the ability to evaluate alternative courses of action, balance urgent field needs with longer-term service readiness, and operate effectively in ambiguous technical situations.

Why Join Bio-Techne:

We offer competitive insurance benefits starting on day one: medical, dental, vision, life, short-term disability, long-term disability, pet, and legal and ID shield.

We invest in our employees’ financial futures through 401k plans, an employee stock purchase plan (ESPP), Health Saving Account (HSA), Flexible Spending Account (FSA), and Dependent Care FSA.

We empower our employees develop their careers through mentorship, promotional opportunities, training and development, tuition reimbursement, internship programs, and more.

We offer employee resource groups, volunteer paid time off, employee events, and charity drives to build a culture of caring and belonging.

We offer an accrued leave policy with paid holidays, paid time off, and paid parental leave.

We foster a culture of empowerment and innovation, where employees feel valued and encouraged to bring their new ideas to the table.

Bio-Techne is an E-Verify Employer in the United States.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

To protect the interests of all, Bio-Techne will not accept unsolicited resumes from any source other than a candidate application. Any unsolicited resumes sent to Bio-Techne will be considered Bio-Techne property.

This position requires work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States (e.g., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant work status). If you require a reasonable accommodation to complete an application, participate in an interview, or take part in any other stage of the recruitment process, please contact [e-mail] for assistance.

Bio-Techne empowers researchers in Life Science and Clinical Diagnostics by providing high-quality reagents, instruments, custom manufacturing, and testing services. Our family of brands creates a unique portfolio of products and services.

Science is our passion; it drives us to collaborate, develop, and manufacture award-winning tools that help researchers achieve reproducible and consistent results.