Senior Director of Field Support

Ariosa Diagnostics
Job Location
London or Cambridge
United Kingdom
Job Description
  • Build and lead a global team of customer-facing technical specialists, including Field Applications Scientists (FAS) and Field Support Engineers (FSE), responsible for deployment (installation, qualification, and initial training) and support (equipment service, trouble-shooting, field upgrades, follow-on training) of Harmony Test Systems and associated products.
  • Develop and manage ISO13485 compliant processes and infrastructure for deployment and support of Harmony Test Systems and associated products.
  • Interface and coordinate with Ariosa technical, commercial, and regulatory teams in developing and executing deployment and support functions to ensure successful implementation of Ariosa’s global disseminated product strategy.
  • Interface with potential and existing customer base. Support sales efforts with on-site visits. Assist with site inspection, installation, qualification, training, service, and trouble-shooting activities as required.
  • Respond to customer requests for support in a timely manner. Coordinate with FAS/FSEs to develop action plans and assign resources. Assist in support activities as required.
  • Lead trouble shooting efforts as required. Analyze customer data to identify root cause, corrective actions and preventative actions. Minimize time to resolution.
  • Manage and coordinate schedules and travel of US- and OUS-based FAS/FSEs. Manage OUS Field Support office. Manage inventory of spare parts and other materials required for deployment and support activities.
  • Develop and manage processes and infrastructure to ensure best practices and drive continuous improvement in deployment and support activities.
  • Develop and manage customer support infrastructure, including knowledge base, phone support, on-site support, training programs, etc.
  • Develop and manage systems to effectively capture and communicate customer feedback to drive product and service improvements.
  • Based in London or Cambridge, UK.  Travel up to 75%.
  • 10+ years’ experience in technical field support roles with increasing levels of responsibility. 5+ years’ experience creating and leading technical field support organizations. Demonstrated organizational and leadership excellence.
  • Experience deploying and supporting advanced liquid handling automation and genetic analysis technologies. Experience deploying and supporting regulated medical device or IVD products.
  • Strong written and verbal communication skills. Able to interface effectively with customers, senior management, and staff.
  • Exceptional organizational and analytical skills. Able to identify and resolve issues in timely manner.
  • Self-starter who thrives in a fast-paced and changing environment, is able to motivate teams to deliver excellence under extreme pressure.
  • Minimum BS/MS in life sciences or engineering; advanced degree preferred.
How to Apply

Please apply directly to our Careers Website using the following Application Form:

About Our Organization

Ariosa Diagnostics, Inc. is a molecular diagnostics company committed to providing safe, highly accurate and affordable prenatal tests for maternal and fetal health. Led by an experienced team, Ariosa has developed and commercialized its proprietary Harmony Prenatal Test, which analyzes cell-free DNA in maternal blood for evidence of fetal aneuploidy and other fetal characteristics. Ariosa's simple blood test equips pregnant women and their healthcare providers with reliable information to make decisions regarding their health, without creating unnecessary stress or anxiety.

Building upon one of the most successful molecular diagnostic service product launches in history, Ariosa is extending the reach of the Harmony Prenatal Test by deploying Harmony Test Systems into leading diagnostics laboratories worldwide, thereby enabling these organizations to run the Harmony Prenatal Test and other Ariosa product offerings in house.

We are seeking an experienced, driven leader with serious technical and organizational acumen to oversee Ariosa’s global Field Support organization. This role represents an exciting opportunity to build and direct your own team, to interface with prominent diagnostics organizations worldwide, and to play a critical role in advancing Ariosa’s status as a leading global prenatal diagnostics provider.

The Senior Director of Field Support will oversee the team responsible for deploying Harmony Test Systems into the field, and for providing industry-leading support on an ongoing basis. This highly visible, customer-facing role will direct deployment (installation, qualification, initial training) and support (equipment service, trouble-shooting, field upgrades, follow-on training) of Harmony Test Systems and associated products.

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