Fluidigm Corporation is looking to maintain its market leadership in single cell genomics through an experienced manager and leader of application-based product line support. The successful candidate will demonstrate excellence in enabling customer success through the strategic and tactical direction of a Corporate Product Application Support Team based in South San Francisco, California.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
-Lead and manage a team of Fluidigm product application specialists across a range of functional responsibilities, including: application/product introductions, product demonstrations, technical writing/editing, case management and troubleshooting, plus application training for internal and external customers.
-Measure and prioritize individual and team contributions centered on delivering excellence in both field and remote customer support.
-Ensure application expertise is maintained across all Fluidigm product lines through resourcing, training, and staff development.
-Summarize and present functional area reports to Sales and Support managers.
-Evaluate product performance and makes recommendations to internal groups.
-Ensure effective partnerships with Service/Support, Sales, Marketing and R&D staff.
-Interface with many levels of the organization, including executive staff.
-Provide application training to new and existing technical staff as necessary to support staff onboarding, new product introductions or best practices.
-Identify product and process improvements that engender customer intimacy, loyalty and satisfaction throughout the product lifecycle.
-A Bachelor’s degree or higher in molecular and cellular biology, biochemistry or similar discipline and a minimum of 10 years of relevant work experience.
-Deep experience with PCR and/or next-generation sequencing techniques.
-Experience in a customer support or customer-facing role highly desired.
-Experienced managers only.
-Highly self-directed, conscientious, and articulate with excellent presentation, interpersonal, and teaching skills.
-Committed to total customer satisfaction.
-Works hard and loves what they do.
-A results-driven team player and leader.
-Ability to travel up to 25% of time during peak activity periods.