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SR. SERVICE PRODUCT MGMT SPECIALIST
Job Field: Legal Jobs
Location: FOSTER CITY, CA
Salary: $Not stated
Location: FOSTER CITY, CA
Salary: $Not stated
JOB SUMMARY:
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<tr><td valign="top" width="450"><b>Service Development Manager– Next Generation SequencingJob Description:The Service Development Manager (SDM) for Next Generation Sequencing oversees theimplementation and support for all assigned instruments. The successful candidate will have direct, hands on experience with servicing or developing services for a Next Generation Sequencing (NGS) instrumentation and/or NGS Sample Preparation. Theymust have a strong understanding of product launch and support processes, extraordinary technical skills, and a deep understanding of the biotechnology or medical device fields. Sales and Marketing experience as it relates to developing and productizing Services is encouraged. The SDM must demonstrate exceptional project management skills.The SDM will focus on: a) Developing a coordinated product support strategy to support the business and balance competing priorities/systemsb) Working closely with other departments identifying opportunities to improve customer satisfaction, improve internal and customer facing processes, and grow service revenues across product portfolios c) Ensuring that all SDM tactical processes, best practices and priorities are adhered to and regularly reviewed d) Involved with, and manages special projects that are cross divisional and multidisciplinary e) Engaged with management on both a tactical and strategic level to drive continuous improvements across the group. This position will include up to 30% travel.Essential Functions·Perform the primary duties of an SDM on new product release and life cycle product support for all assigned NGS Platforms.·Supports and develops new/legacy products as required and to the current standard as established in the PCP process and Services Playbook·Be the liaison between the field, R&D, IT and Management to effectively respond to and escalate critical customer or instrument issue·Work with internal teams to rapidly establish root cause and resolve the issues identified by the field·Monitor all aspects of Service metrics on all assigned products·Support internal Service teams, including TAC, Training and technical writers to ensure completion of all required deliverables·Participation with management in all tactical and strategic decisions that impacts Global Services and the Sequencing business strategy and portfolio management.·Author Business Cases to support creation of new Services and Service Channels·Participation on integration related teams to bring on board purchased technology efficiently·Evangelist for Services business amongst internal departments, able to explain value proposition clearly to increase understanding and encourage cooperation·Works with individual Service Development Managers, IT and R&D, Compliance Service Managers, Product Marketing and Service Marketing to drive service metrics review, develop strategies and prioritize action plans to reduce service costs as appropriate within the product portfolio, develop strategies to improve customer satisfaction·Reviewing ECN/CRO’s sign offs and ensuring that product changes are communicated through to the field support groups·Work in collaboration with other departments within the Service organization to look for revenue opportunitiesKey Attributes:·Strong customer focus and able to clearly communicate technical information throughout the organization·Ability to partner with, and plan projects to appropriate levels of details to achieve consensus among team members·Excellent understanding offield service support within the Biotechnology or allied discipline·Ability to create and understand effective business models to support new business development·Continuous improvement/Lean training and application (Green Belt or above preferred)·Keen troubleshooting and problem solving skills·Demonstrated ability to independently set and meet goals and objectives&
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<tr><td valign="top" width="450"><b>Service Development Manager– Next Generation SequencingJob Description:The Service Development Manager (SDM) for Next Generation Sequencing oversees theimplementation and support for all assigned instruments. The successful candidate will have direct, hands on experience with servicing or developing services for a Next Generation Sequencing (NGS) instrumentation and/or NGS Sample Preparation. Theymust have a strong understanding of product launch and support processes, extraordinary technical skills, and a deep understanding of the biotechnology or medical device fields. Sales and Marketing experience as it relates to developing and productizing Services is encouraged. The SDM must demonstrate exceptional project management skills.The SDM will focus on: a) Developing a coordinated product support strategy to support the business and balance competing priorities/systemsb) Working closely with other departments identifying opportunities to improve customer satisfaction, improve internal and customer facing processes, and grow service revenues across product portfolios c) Ensuring that all SDM tactical processes, best practices and priorities are adhered to and regularly reviewed d) Involved with, and manages special projects that are cross divisional and multidisciplinary e) Engaged with management on both a tactical and strategic level to drive continuous improvements across the group. This position will include up to 30% travel.Essential Functions·Perform the primary duties of an SDM on new product release and life cycle product support for all assigned NGS Platforms.·Supports and develops new/legacy products as required and to the current standard as established in the PCP process and Services Playbook·Be the liaison between the field, R&D, IT and Management to effectively respond to and escalate critical customer or instrument issue·Work with internal teams to rapidly establish root cause and resolve the issues identified by the field·Monitor all aspects of Service metrics on all assigned products·Support internal Service teams, including TAC, Training and technical writers to ensure completion of all required deliverables·Participation with management in all tactical and strategic decisions that impacts Global Services and the Sequencing business strategy and portfolio management.·Author Business Cases to support creation of new Services and Service Channels·Participation on integration related teams to bring on board purchased technology efficiently·Evangelist for Services business amongst internal departments, able to explain value proposition clearly to increase understanding and encourage cooperation·Works with individual Service Development Managers, IT and R&D, Compliance Service Managers, Product Marketing and Service Marketing to drive service metrics review, develop strategies and prioritize action plans to reduce service costs as appropriate within the product portfolio, develop strategies to improve customer satisfaction·Reviewing ECN/CRO’s sign offs and ensuring that product changes are communicated through to the field support groups·Work in collaboration with other departments within the Service organization to look for revenue opportunitiesKey Attributes:·Strong customer focus and able to clearly communicate technical information throughout the organization·Ability to partner with, and plan projects to appropriate levels of details to achieve consensus among team members·Excellent understanding offield service support within the Biotechnology or allied discipline·Ability to create and understand effective business models to support new business development·Continuous improvement/Lean training and application (Green Belt or above preferred)·Keen troubleshooting and problem solving skills·Demonstrated ability to independently set and meet goals and objectives&
KEY REQUIREMENTS:
Not stated
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