Senior Manager, Technical Support

At Element Biosciences, we are seeking a Senior Manager, Technical Support to lead a growing team of Technical Support Engineers and Applications Scientists in delivering world-class technical support to our expanding customer base and regional distribution partners.

Requirements

• Directly manage and mentor a team of 6+ Technical Support Engineers/Applications Scientists
• Oversee daily Technical Support operations
• Foster a collaborative, customer-first culture focused on ownership, accountability, and continuous improvement
• Manage workload distribution and resource planning
• Drive improvement of key service KPIs such as Mean Time to Repair (MTTR), Mean Time Between Failures (MTBF), and Customer Satisfaction (CSAT)
• Manage departmental budgets, including staffing and support tool costs, within defined P&L parameters
• Ensure compliance with internal quality systems (ISO13485) and service documentation standards

Benefits

• Stock options
• Discretionary annual bonus
• No cost health insurance plans
• 401k with company match
• Flexible paid time off