Service Support Manager

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

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. 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.