Technical Service Lead, Field Support & Escalations

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

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.