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