Service Support Manager

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

Benefits offered by this job

Health insurance

401k plan

ESPP

HSA/FSA

Job summary

Bio-Techne is seeking a Service Support Manager to serve as a technical authority within the Field Service organization. This role leads escalations, supports product lifecycle activities, and ensures service readiness across product lines globally.

You will coordinate with Engineering, Product Management, and Operations to translate field needs into action, while maintaining documentation and training programs for field teams and customers.

Qualifications

• Bachelor's degree in a relevant field with 2+ years of experience in Life Sciences/medical devices or 5+ years in cGMP environments.
• Demonstrated depth in troubleshooting complex instrument systems and field data analysis.
• Experience with ProteinSimple instrumentation and field service practices is desirable.
• Strong communication skills, both written and verbal, and ability to work cross-functionally.

Responsibilities

• Own technical support and escalations for assigned product lines, including field investigations and root-cause analysis.
• Represent Field Service in New Product Introductions and product changes to ensure serviceability and field readiness.
• Develop and maintain standardized service documentation, technical resources, training, and certification programs.
• Support global Field Service regions by aligning regional needs with internal teams and communicating product changes.
• Monitor field performance, escalations, and customer feedback to drive improvements in product, process, and training.
• Collaborate with Engineering, Product Management, Operations, Quality, Technical Support, and Field Service to close gaps and drive resolution.

Education

Bachelor's degree in Engineering, Bioengineering, Biological Sciences, Biotechnology, or a related field

Job description

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-functionally 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.