Job Title: Senior Manager, Field Applications Support

Reports to: VP, Sales

How this role drives the company forward:

The Senior Manager, Field Applications Support, oversees and directs the field scientific applications team, ensuring optimal performance and alignment with organizational objectives. This role evaluates customer experience, product performance, and team KPIs, and delivers actionable recommendations to Sales, Marketing, and R&D regarding product enhancements, team activities, customer inquiries, and product-related issues. The Senior Manager, Field Applications Support is responsible for managing all customer applications feedback and providing analysis of product performance, customer usage trends and new product recommendations to Senior Leadership.

The Senior Manager, Field Applications Support role may be remote based.

Travel, including overnight, is required approximately 50%. International travel may be required.

How you will make an impact:

You will lead and elevate a high performing Field Applications team that empowers researchers to unlock spatial and single cell insights. By providing expert support for Takara's Spatial Genomics and Single Cell RNA library preparation products, you will accelerate evaluations to adoption, shorten time to value, and raise customer satisfaction. You will translate the voice of the customer into clear guidance for Marketing and R&D, shaping product improvements and roadmaps. Through rigorous analysis of customer challenges, you'll inform new tools, best practices, and workflows that advance understanding of human biology and expand Takara's impact across the life sciences community.

What will you do:

• Lead the Field Applications Support organization across multiple regions, setting strategy, capacity plans, and service-level objectives.
• Leads a rigorous voice of customer and continuous improvement program, translating insight into prioritized product and process enhancements. Effectively communicate customer and market trends and feedback to R&D, Marketing and Senior Leadership.
• Develop and implement strategies to boost team efficiency and effectiveness, always aiming to improve the customer's experience. Monitor performance against KPIs and take proactive steps to address any shortfalls.
• Lead cross-functional initiatives to enhance customer support processes and support new product launches by coordinating resources and collaborating with relevant teams.
• Manage team workload, escalate resource gaps when necessary, and ensure access to the tools and information needed for effective technical solutions.
• Provide ongoing feedback, coaching, and mentorship. Guide team members in setting and reaching their professional development goals.
• Oversee delivery of high-quality technical and soft-skills training. Conduct performance reviews and provide feedback aligned with development objectives.
• Ensure all processes align with company policies and are audit-ready for both internal and external reviews.
• Oversee processes such as FAQ analysis, case reviews, and customer feedback evaluation. Advocate for customers and identify opportunities to improve their experience.
• Foster a collaborative, customer-first culture. Build strong internal networks to share knowledge and resources across the service organization.
• Responsible for recruitment, hiring and training of Field Applications Scientists.
• This position has supervisory responsibilities.

How will you get here?

• MS/PhD in Molecular Biology, Cell Biology, Microbiology, Biochemistry, or a related scientific field is required.
• Requires a minimum of 10+ years of field application experience.
• Requires a minimum of 8+ years managing a field applications support team.
• Deep understanding of single cell applications, Next Generation Sequencing, and genomic applications are required for this position.
• Understanding of instrumentation and microfluidic systems is desired.
• Strong organizational, communication and presentation skills.
• Track record of building and maintaining strong customer relationships
• Capable of working independently, is self-motivated and proactive.
• Customer-centric and keenly aware of markets, trends and competitors.
• Demonstrates a sense of urgency, contagious optimism and a "can do" attitude.
• Valid driver's license is required.

Additional Information about the role:

Please note this job description may not cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. The US base salary rate range for this full-time position, expected to be located in the Bay Area, is $170,000 - $185,000 USD. We may consider other candidates for this position with more experience and would expect the salary range to change accordingly. This range may be modified at any time at our sole discretion. This base salary does not include additional bonus compensation and benefits. Learn more about benefits at https://www.takarabio.com/about/careers/company-benefits. Individual compensation packages are based on factors unique to each candidate, including job-related skills, training, experience, qualifications, work location, and market conditions.