Manager, Technical Service

Asuragen, Inc.
Job Location
2150 Woodward Street
Austin, TX 78744

We invest in your well being: health and dental coverage, stock options for every employee, wellness initiatives, disability coverage, 401(k) plan, professional development and more.

Job Description

The Technical Services Manager must proficiently represent highly technical product offerings, and their respective platforms, to a diverse scientific customer base. This position is responsible for the hiring, training, and day to day supervision of the US-based technical services team..   The Technical Services Manager must be adept in all applicable technology methods and have a proven track record of effective problem solving at the bench level.  As department lead, he/she is responsible for defining and developing procedures to streamline operations while always providing world-class technical support.

  • Manage domestic product training activities including; supervising technical services staff , customer training agenda and schedule, design and revision of training documentation, and coordination of web based and internal training programs
  • Manage application support pre and post sales, including troubleshooting, follow up training, data analysis and validation support when needed
  • Support and promote Asuragen products through attendance at workshops, seminars, and customer visits (Travel required up to 50%)
  • Manage and support customer interactions in relation to any technical inquiries or complaints
  • Define and create technical training modules for workshops, customer product training, sales & marketing personnel and distributors, together with contributions to and review of marketing and product materials with technical content
  • Assemble and maintain internal and external training materials on the general specifications, inputs, outputs, and FAQ’s of Asuragen’s product offerings
  • Support consistent and responsive front line communication with customer inquiries and complaints, including all documentation of all processes
  • Maintain accurate customer communication records for self and staff
  • Work together in partnership with Research and Development, Software Development, Operations, QA, Regulatory, and Sales/Marketing on a routine basis
  • Prioritize long-term tasks, with flexibility to accommodate scheduling for key customer training
  • Present customer insights internally to all functional areas[GJL1] 
  • Track and report Technical Services activities and metrics
  • Promote Asuragen at tradeshow booths and at other venues such as workshops, regional meetings or product demonstrations
  • Acquire expertise in all current and new Asuragen products and platforms via interaction with operations, development, and research personnel and routinely update these departments on observations in the field
  • Support R&D in specific efforts that expand the utility of existing products
  • Attend and contribute to interdepartmental meetings, including input on product planning, design, development, transfer, and related technical issues.  Seek training opportunities that enhance the technical knowledge base
  • Other duties as assigned.
  • Master’s degree (MS) in molecular biology or related field, and a minimum of 4 years experiencewith technical presentations and training or equivalent combination of education and experience.
    • Ability to discuss fundamentals, principles and technical theory of experimental design, techniques and results in a clear and concise manner
    • Experience with assay methods commonly used in Molecular Biology (qPCR, Sanger & Next-Gen Sequencing, ddPCR)
About Our Organization

Asuragen is a global diagnostic products company delivering solutions that build knowledge and understanding of complex clinical questions. Asuragen’s application of its deep scientific heritage and molecular expertise delivers diagnostic products in oncology and genetics that provide the best answers with optimal workflows – so time can be spent delivering actionable insights, rather than searching for them. With innovative approaches to kit development and a broad range of molecular chemistries, Asuragen produces assays that ensure reproducible results. From discovery and development to regulatory support to global commercialization, we also provide a tailored approach that efficiently delivers custom and companion diagnostic products for our partners. Asuragen is located in Austin, Texas, which is consistently ranked in the top 10 of “best places to live” list of US cities. Asuragen offers a competitive salary, medical, dental, disability and life insurance, a 401(k) plan with company matching contributions, employee stock option plan, and a tuition reimbursement plan.

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