Senior Customer and Technical Support Manager

The Senior Customer and Technical Support Manager plays a critical role in enabling commercial success by delivering exceptional technical support, scalable training programs, and a consistent, high‑quality customer experience. This role partners with Commercial, Product Management, R&D, and Engineering teams to ensure rapid issue resolution, strong field readiness, and continuous feedback into product development. 

 This position is ideal for a scientifically trained professional who thrives at the intersection of technology, customers, and commercial execution. 

 

 As part of our team, your core responsibilities will be:  

Technical Support Leadership 

• Own and manage the global technical support operation across all inbound channels.  

• Triage and prioritize incoming technical issues based on severity, urgency, and business impact.  

• Assign cases to appropriate internal subject matter experts and drive timely resolution.  

• Track case resolution metrics, including responsiveness, quality, and closure effectiveness.  

• Act as the voice of the customer by ensuring clear communication, regular status updates, and realistic next‑step timelines.  

• Identify recurring failure patterns and systemic issues across products or workflows.  

• Escalate product defects and repeat technical issues to R&D, Engineering, and Product Management with clear documentation and insights. 

Commercial Training & Enablement 

• Design and deliver scalable commercial training programs in partnership with key internal stakeholders.  

• Establish onboarding certification programs and ongoing refresher training for field teams.  

• Continuously assess training needs by monitoring field performance, customer feedback, and support trends.  

• Drive initiatives that improve sales effectiveness, technical confidence, and launch readiness.  

• Ensure training content remains current with product updates and commercial strategy.  

• Develop diverse training formats, including slide decks, video modules, and customer‑ready technical materials translated into practical training language.  

• Maintain a constant state of “launch readiness” for the commercial organization. 

Knowledge Management & Customer Success 

• Build and maintain global technical knowledge assets, including troubleshooting guides, FAQs, escalation playbooks, and field reference materials.  

• Standardize and centralize technical content to ensure accessibility and consistency across regions.  

• Identify knowledge and training gaps and proactively feed insights back to Product Management and Commercial leadership. 

 

 

 

 

Qualifications 

Baseline skills/experiences/attributes: 

• PhD or MS in Biology, Biochemistry, Chemistry, Molecular Biology, or a related life sciences discipline.  

• Strong curiosity and desire to learn new technologies and applications.  

• 3+ years of hands‑on laboratory or technical experience.  

• 3+ years in commercial, customer‑facing, or field‑based roles.  

• 3+ years in technical support, customer support, or technical training.  

• Deep understanding of sales and commercialization processes (e.g., Miller Heiman Strategic Selling or equivalent).  

• Excellent written and verbal