OVERVIEW:

The Global Lead, Technical Service Support will oversee a team dedicated to delivering exceptional technical support for our Life Science Nexcelom product portfolio, including automated cell counters, image cytometry systems, and specialized cell counting reagents and consumables. This leadership position requires a strategic blend of technical expertise, team management skills, and a commitment to customer service excellence. This hybrid role is based at our Lawrence, MA site, requiring on-site presence Tuesday through Thursday, with additional days as needed.

BASIC QUALIFICATIONS:

• Bachelor’s degree in Life Sciences, Biochemistry, or related field AND
• Minimum of 5 years of experience in technical support within the Life Sciences industry, with at least 2 years in a leadership role.

PREFERRED QUALIFICATIONS:

• Master’s degree preferred.
• Strong technical knowledge of life science products including background and understanding of related reagents and application support.
• Proven track record of managing and leading a technical support team.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in CRM software and technical support systems.
• Leadership and team management.
• Technical expertise in life science reagents.
• Strong analytical and decision-making abilities.
• Customer-focused mindset with a commitment to delivering high quality support.
• Ability to work in a fast-paced and global environment.
• Hybrid role; Tuesday, Wednesday, and Thursday on-site. Additional days as needed. This may include site visits at our Hopkinton Facility.
• The position involves global travel (5-10%) to support international team members and key customer trainings.
  

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• Lead, mentor, and manage a global team of technical support specialists to provide top-tier customer service while actively engaging in day-to-day troubleshooting and issue resolution.
• Hands on mentality, serve as the escalation point for complex technical inquiries and issues by collaborating directly with field service as needed.
• Develop and implement strategies to enhance the quality and efficiency of technical support by improving processes, tools, and documentation to enhance team performance and customer experience.
• Collaborate with cross-functional teams, from R&D, production and sales, to align support services with customer needs and product developments to ensure high levels of customer satisfaction
• Establish a culture of continuous improvement to achieve key business performance targets, monitor and analyze support metrics and take action to drive continuous improvement.
• Ensure compliance with regulatory standards and company policies.
• Strong ability to develop and deliver engaging product training programs to ensure people, processes, Service documentations are ready in time for product launch.