We are seeking a
Senior Director, Service & Support to build and scale a best-in-class global support organization for one of the fastest-growing companies in proteomics. Reporting to the VP of Product Management, this position will lead the strategy, infrastructure, systems, and teams required to support a rapidly expanding installed base of ARGO™ instruments and a growing portfolio of high-plex proteomic solutions. This role will partner closely with Product Management, Engineering, Manufacturing, Quality, and Commercial leadership to drive service excellence, improve product reliability, deliver world-class customer experiences, and ensure readiness for future product launches. The ideal candidate brings a passion for operational excellence, customer success, and team development, and thrives in a fast-paced environment where they can make an immediate and lasting impact on the future of precision proteomics and early disease detection.
Key Responsibilities- Lead and scale Alamar's global Service & Support organization, ensuring world-class customer experience across instrument installation, field service, technical support, training, and lifecycle management.
- Develop and implement scalable global service strategies, processes, and infrastructure to support a rapidly growing installed base and expanding product portfolio.
- Own the vision, roadmap, and continuous improvement of service systems and tools, including CRM platforms, field service management solutions, knowledge management systems, and integrations with ERP, quality, and commercial systems.
- Establish, monitor, and report key performance indicators (KPIs) and customer success metrics, including instrument uptime, response times, first-time fix rates, customer satisfaction, and service productivity.
- Partner closely with Product Management, Engineering, Manufacturing, Quality, Regulatory, and Commercial teams to provide service input throughout the product lifecycle, from design and verification through launch and post-market support.
- Develop service readiness strategies and support plans for new product introductions, software releases, assay launches, and future platform enhancements.
- Build and optimize global spare parts planning, inventory management, depot repair, and logistics capabilities to support worldwide customers.
- Establish technical training programs, installation procedures, service manuals, troubleshooting guides, and knowledge base documentation for both internal teams and external partners.
- Develop customer training programs and educational content to support successful instrument adoption, utilization, and long-term customer success.
- Serve as the primary service representative to Product Development teams, ensuring customer feedback and field learnings are incorporated into product improvements and future development efforts.
- Drive service analytics and operational excellence initiatives by leveraging data to identify trends, improve reliability, increase efficiency, and enhance customer satisfaction.
- Build, mentor, and lead a high-performing global team of field service engineers, technical support specialists, applications support personnel, and service operations professionals.
- Develop and manage departmental budgets, forecasting, resource planning, and strategic growth initiatives aligned with business objectives.
Qualifications- Bachelor's degree in Engineering, Life Sciences, Business, or a related discipline required; advanced degree (MBA, MS, or PhD) preferred.
- 10+ years of progressive leadership experience in service, support, customer success, field operations, or related functions within the life sciences, diagnostics, analytical instrumentation, or medical device industries.
- 5+ years of people leadership experience, including managing geographically distributed teams and influencing within matrixed organizations.
- Demonstrated success building, scaling, and leading customer-facing support organizations in a high-growth environment.
- Experience supporting complex capital equipment, analytical instrumentation, automation platforms, or laboratory systems.
- Strong understanding of service readiness, product launch planning, aftermarket support, and lifecycle service strategies.
- Experience developing service metrics, dashboards, operational reviews, and data-driven continuous improvement initiatives.
- Proven ability to influence and collaborate effectively across all levels of the organization, including executive leadership.
- Strong commercial acumen with experience partnering closely with Sales, Marketing, Customer Success, Product Management, and Business Operations teams.
- Experience implementing or optimizing CRM, field service management, ERP, and customer support platforms.
- Exceptional leadership, communication, presentation, and stakeholder management skills.
- Demonstrated ability to balance strategic thinking with hands-on execution in a fast-paced and evolving environment.
- Global experience supporting customers, employees, distributors, and service partners across multiple regions strongly preferred.
- Passion for delivering outstanding customer experiences and enabling scientific innovation through operational excellence.
The base salary range for this full-time position is $230,000 - $260,000 + bonus + equity + benefits. Our salary ranges are determined by work location, job-related skills, experience, and relevant education or training. The ranges displayed on each job posting reflect the minimum and maximum target for new hire salaries but are subject to change if the leveling of the role is adjusted. Your recruiter can share more about the specific salary range during the hiring process.
