Sponsor: Rubicon Genomics
Recording Date: 2/19/2014
Recording Time: 1 hour
Full benefits - medical, dental, employee stock purchase plan, and more
Sequenom is seeking a qualified Field Service Engineering Manager for the Americas region. This position is field based in the USA, or optionally in our San Diego, CA headquarters and reports to the Director, Global Customer Support. The position is responsible for managing the customer support engineering function, directly supervising field service engineers performing installation, repair, and maintenance of Sequenom proprietary equipment at customer sites. The successful candidate will oversee the Americas service business, including service agreement revenue, service and support costs, and collaborate with other Sequenom departments to maintain the customer experience with MassARRAY systems.
Essential Duties and Responsibilities:
•Manage the day-to-day activities of field service engineers providing technical service to customers through installation, calibration, repair, training, and maintenance of Sequenom systems via phone, email, internet and on-site support
•Recruit and hire field service engineers and perform training and development of service engineer’s technical, administrative, and customer skills
•Partner and collaborate with company Sales Representatives, Customer Service, Applications & Technology, Product Support and other departments to build and support professional and comprehensive customer relationship management
•Participate in development and launch of department protocol including, but not limited to, service call scheduling, parts ordering, Return Materials Authorization, service call logging and expense reporting; assure local adherence by direct reports
•Coordinate regional completion of field change orders, customer complaint handling, and instrument configuration documentation for ISO compliance
•Implement regional initiatives and routine business interactions to meet regional targets for service revenue, service agreement penetration rates, response time, and customer satisfaction
•Cost mitigation and expense budget management
•Act as technical expert within the customer support department for particular technology and techniques
•Participate in product development and sustaining engineering projects and perform system level testing of product prototypes, including writing of test reports
•Bachelor’s degree education or equivalent experience in engineering, science, or biotechnology
•Master’s degree or MBA desirable
•Minimum of 5+ years of field service, customer support, technical support or similar customer facing experience with 4 years of life science or equivalent industry experience
•Experience in supervision or management and development of field-based technical staff
•Excellent written and verbal communication skills with above average customer facing and customer service interpersonal skills
•Effective and appropriate analytical, critical thinking and troubleshooting of technical and customer issues in time sensitive situations
•Ability to perform in virtual teams and manage remotely
•Computer proficiency in MS Office applications
•Ability to read and understand technical engineering documentation
•Basic knowledge of IT and networking concepts
•Mass Spectrometry and robotics experience is a plus
•Highly motivated with demonstrated time management skills
•Ability to multitask and analyze and solve problems of diverse scope
•Up to 50% domestic and 5% international overnight travel
•Working technical management position; 15% to 20% direct utilization is expected
As a life sciences company, Sequenom (NASDAQ: SQNM) has a guiding vision: To improve healthcare by providing revolutionary genomic and genetic analysis solutions for the clinical research and molecular diagnostic markets.
What makes this vision a reality? Our deep commitment to "Quality of Science." For us, only the highest quality is acceptable. Sequenom team members thrive in a "science first" environment where ideas and innovation are part of daily life. This is your opportunity to work on cutting-edge science that is revolutionizing patient care.
Our innovation-driven culture means life at Sequenom is fast-paced, dynamic, and fun with rewarding benefits and performance rewards. With a clear vision for the future, all employees have the opportunity to make a difference and are encouraged to share new ideas. We foster a collaborative work environment and encourage curiosity at all levels. Our corporate headquarters is located in the heart of San Diego’s life sciences community, less than a mile from the beach.