Job Description

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Senior Manager to Director of Customer Solutions, Field Service

30+ days ago Requisition ID: 1393

Summary

This key management role will be responsible for the support of Bionano's installed base of genome mapping systems & their networking for data processing and analysis as well as for the installation & networking newly adopted systems in the field. The successful candidate will lead and manage a team and also provide direct support to customers as dictated by the needs of the business.

Primary Duties and Responsibilities

• Lead team of Field Service Engineers (FSEs) and Genomic Data Specialists (GDSs) who evaluate, troubleshoot, diagnose, repair & if needed, replace, the company’s optical genome mapping systems & compute servers through remote and intervention on-site at customer sites.
• Lead the company’s process for planning and allocation of resources to the field for preventative maintenance and emergent service needs to optimize uptime and field performance of our fleet of instruments and servers to drive customer and business success.
• Develop and conduct training programs and workshops to train new FSEs, new GDSs & the engineering teams of the company’s distribution partners in the effective service and support of Bionano systems.
  • Maintain updated and current technical documentation and training materials.
  • Assist in customer workshops and user meetings to provide insights and knowledge transfer related to installation, instrumentation, computational infrastructure, and networking solutions.
• Work collaboratively with product development and other teams to provide voice‑of‑customer.
• Other duties as assigned.

Required Skills and Abilities

• Strong interpersonal skills and customer acumen.
• Proven experience supporting complex analytical instrumentation and computational systems in high‑pressure situations with customers who depend on continuous up‑time of our systems.
• Proven leadership experience with field service engineering teams in a similar organization with similar products and solutions.
• Proven ability to understand customer needs and maintain useful requirements and specifications documents for customers, distribution partners and internal teams.
• Familiarity with formal reliability engineering concepts.
• Excellent analytical, problem solving and interpersonal skills.
• Outstanding written and verbal communication, and training skills.

Education, Certifications, Licenses

• Bachelor’s degree in a technical engineering field required, Master’s degree preferred.
• 5-7 years in experience as a service engineer including field service and a minimum of 3 years of experience in direct management of a team required (experience leading a global team preferred).
• Experience supporting complex analytical instrumentation & computational systems, including networking experience.
• Experience developing scalable systems for managing support across a large installed base.
• Experience with instrumentation/IT networking for genomics platforms – arrays, NGS, etc. preferred.

Leadership Responsibility (Direct/ Indirect): Management of a global field service engineers and genomic data scientists.

Additional Requirements

• Work Location: This role is based in San Diego; other US-based locations may be considered for exceptional candidates with extenuating circumstances. Relocation support available.
• Ability to travel, work independently and cooperatively in a cross functional team approach.
• Travel Requirements: Up to 60% of travel time expected. Primarily domestic US travel, some international travel as needed. Will vary by business needs, ranging from weeks where most work is completed from home office to weeks spending 100% time on the road.
• Physical Requirements and Work Environment:
  • Sit and stand for prolonged periods.
  • Repeating motions that may include the hands, wrists and/or fingers.
• Use of hands to finger, handle, or feel, and reach with hands and arms.
• Stand and/or move about the office or in various environments (including tight and confined spaces), or from one worksite to another.
• Specific visual abilities, including close vision and ability to adjust focus, read, review, and assess the accuracy and thoroughness of the work assigned.
• Verbal abilities require communicating with others to exchange information.
• Occasionally adjusting or moving objects up to 20 pounds in all directions.
• In‑person interaction with others indoors and outdoors.
• Use standard computer, telephone and related equipment for communication, and record‑keeping.
• Able to travel, including international travel, without personal assistance.

The above physical requirements and work environment characteristics generally reflect those of this position but is not an exhaustive list. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions of the position, provided that such accommodation does not impose an undue hardship on the Company.

Disclaimer

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This description generally reflects management’s assignment of essential functions but is not intended to be a comprehensive list of the duties and responsibilities of the position, and it does not limit or restrict the duties and responsibilities that may be assigned from time to time. The duties, responsibilities and job description of this role are subject to change at any time without notice.

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