We are seeking a Vice President of Customer Support to create and implement a cohesive support experience as we look to scale our organization through the next stages of growth. This individual will directly lead the Customer Service, Technical Support, and Field Application Scientist (FAS) teams with broad oversight of the organization’s entire cross-functional Service and Support organization, including Instrument Services and Applied Bioinformatics ensuring an exceptional and connected customer experience.

What you will be doing:

• Lead the Customer Service, Technical Support, FAS and work closely with the leaders of the cross functional Service and Support teams (including Instrument Services and Applied Bioinformatics) to achieve customer and operational excellence by delivering exceptional service, spearheading key operational service initiatives, and a culture of continuous improvement.
• Provide escalation leadership and support institutional learning through strong cross-functional communication and best practice sharing.
• Deliver best in class customer experience across a range of functional responsibilities, including order management, customer training and education, product launches, case management and troubleshooting.
• Measure and prioritize individual and team contributions centered on enabling global resources to deliver excellence in field and remote support.
• Contribute to the achievement of service revenue growth and profitability goals by focusing on market opportunities and productivity metrics.
• Reinforce cross-functional communication, collaboration and thorough documentation by implementing and assessing process adoption and system integrations.
• Collaborate closely with other leaders across the organization, including Sales, Product Management, Quality, Operations and R&D to ensure an effective partnership and unified support strategy.
• Empower senior stakeholders with actionable data from customer feedback, product performance, and customer trends.
• Identify product and process improvements that drive customer loyalty and satisfaction throughout the product life cycle.
• Define and monitor key metrics to ensure product performance and supportability.
• Hire and develop world class talent throughout the Service and Support organization

Experience:

• BA/BS or equivalent degree in the Life science or business related field
• 10+ years of experience in the Life Science Industry, with at least 7 years of Support experience
• 5+ years of experience leading a global team within Support across multiple geographies
• Strong leader with ability to influence at all levels within the organization and lead in a matrixed environment.
• Must be willing to travel domestically and globally 20%-30% of the time

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