Position Summary:

The Service Support Manager serves as a technical authority, subject matter expert, and Field Service representative for an assigned subset of product lines, working as part of a team of Service Support Managers supporting the broader portfolio. The role owns complex technical escalations and provides technical leadership across the product lifecycle, from new product introduction and service readiness through ongoing field support and continuous improvement.

The Service Support Manager connects global Field Service teams with Engineering, Product Management, Operations, Quality, Technical Support, and other internal partners to resolve technical issues, translate field needs into action, and maintain the technical service capability and institutional knowledge required to sustainably support assigned product lines globally. This includes ensuring engineers have the technical knowledge, documentation, training, tools, procedures, and support strategies required to effectively support assigned products worldwide.

Key Responsibilities:

• Own technical support and escalations for assigned product lines, supporting field investigations, root cause identification, and timely resolution of complex or urgent issues.

• Represent Field Service in new product introductions, product changes, and ongoing product development to ensure serviceability, field readiness, and continuity of support.

• Develop and maintain standardized service documentation, technical resources, training, and certification programs in partnership with field specialists and instructional design, including supporting controlled quality documentation as required.

• Support global Field Service regions by connecting regional needs with internal teams, driving technical and operational issues toward resolution, and communicating relevant product and production changes back to the field.

• Monitor field performance, complaints, escalations, and recurring technical issues, representing the voice of the customer and Field Service to drive product, process, documentation, and training improvements.

• Partner cross-functionally with Engineering, Product Management, Operations, Quality, Technical Support, and Field Service to identify serviceability gaps, incorporate field requirements, and drive issues through resolution across the product lifecycle.

Who We Are Looking For:

• Bachelor’s degree in Engineering, Bioengineering, Biological Sciences, Biotechnology, or a related field with a minimum of 2 years of relevant experience, or equivalent education and experience with a minimum of 5 years of relevant experience in a Life Science, Medical Device, or cGMP environment. Customer service or customer-facing experience is strongly preferred. 

• Demonstrated technical depth in troubleshooting complex instrument systems, including the ability to independently analyze field symptoms and data, isolate likely failure mechanisms, develop or evaluate diagnostic approaches, and drive issues to root cause and resolution.

• Knowledge of ProteinSimple instrumentation, service workflows, and field support practices is highly desirable.

• Working knowledge of CRM databases and Microsoft Office applications, with the ability to quickly apply new tools to technical communication, documentation, data analysis, and customer support.

• Strong verbal and written communication skills, with the ability to translate complex technical information into clear direction for field teams and cross-functional partners.

• Ability to establish effective interpersonal and cross-functional relationships, solicit key information, influence outcomes, and coordinate work across global teams and regional organizations.

• Strong problem-solving and critical-thinking skills, including the ability to evaluate alternative courses of action, balance urgent field needs with longer-term service readiness, and operate effectively in ambiguous technical situations.