Berkeley Lights, Inc. is seeking an exceptional candidate to lead our Technical Support function as we continue to ramp commercial activities. As a key member of the Service and Support team, you and your team will be the first line of contact, working directly with customers to help them integrate our Optoselect opto-nano-fluidic technologies into their production workflows. In addition to supporting the release of our current technology, the ideal candidate will be capable of extending their management into the development and execution of support tools and strategies for new products to ensure that our next solution is a dramatic improvement on our current solution.
Responsibilities
Create a technical support solution such that customers LOVE to use BLI Technology.
Support internal and external customers by offering remote (email, phone, online) technical assistance in an organized and timely manner, and by driving support cases to closure.
Dispatch any issues that cannot be resolved remotely to field or escalation resources .
Track and trend complaints in order to drive to effective resolution, identify training and documentation gaps, and develop hardware and software feature requests.
Provide VOC in product design, implementation and development areas.
Work with the BioFoundry group to develop training demonstrating use, service, and installation of new products.
Oversee and manage team of technical support engineers and associates
Serve as a support representative on product development core teams; driving strategic support planning activities and managing execution of support deliverables.
Complete required documentation of service and support strategies and plans.
Author, edit, and review technical documentation in conjunction with Technical writers.
Qualifications
5 years of commercial biotech/biomedical science industry experience
Ability to build, lead, and motivate tea
Ability to effectively manage internal and external relationships
Prior experience in an in-house support or field support role required, experience in product commercialization or development role desirable.
Highly motivated with strong structured problem solving ability and strong organizational skills.
Demonstrated written, verbal, and presentation skills.
Outstanding interpersonal skills.
Clear vision of and commitment to providing outstanding customer service.
BS in Mechanical, Biomechanical, Electrical or Optical Engineering (or related degree)
OR
BS in Chemistry, Biochemistry, Molecular Biology or Genetics (or related degree)
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