A Day in the LifeGuide and develop a high-performing team while driving operational excellence and continuous improvement across our product platformsEnhance customer experience by technical support operations, implementing process improvements, and building cross-functional collaborationManage technical support metrics, customer escalations, and strategic initiatives while fostering a positive team culture focused on innovation and customer advocacyCollaborate with Sales, Product Management, AS lab, Data Science teams to ensure effective service delivery and maintain high customer satisfaction levelsKeys to SuccessEducationBachelor's degree in Molecular Biology or related field with 5+ years of experience in technical support operations or customer support; Advanced degree with 3+ years of experienceExperience1+ years of demonstrated leadership or people management experience in developing and supporting teamsExperience in hands on working with laboratory instruments, proteomics, and PCR preferredExperience with service management systems and CRM platforms (e.g. Salesforce)Experience with process improvement methodologies (PPI, Lean)Project management experience and ability to manage multiple concurrent initiativesExperience with laboratory systems and software integration preferredExperience working in matrixed organizationsKnowledge, Skills, AbilitiesExcellent written and verbal communication and presentation skills across all organizational levelsCustomer-focused with ability to build and maintain key relationshipsKnowledge of quality management systems and compliance requirementsStrong analytical and technical troubleshooting abilitiesAdvanced problem-solving and escalation management skillsAvailable to travel up to 50% as neededOtherMust be legally authorized to work in the United States without sponsorship now or in the future.