EPM Scientific
posted about 2 months ago
The Technical Support Manager will play a crucial role in ensuring customer satisfaction by managing all technical inquiries and complaints from customers. This position requires a deep understanding of assay dynamics and the ability to empathize with the laboratory environment, which is essential for effective communication and problem-solving. The manager will be responsible for maintaining the Quality System, ensuring that all relevant Standard Operating Procedures (SOPs) are up to date and modified as necessary based on operational tasks. This role also involves potential collaboration with customer support, marketing, and sales teams to enhance overall customer service and satisfaction. In addition to technical support, the Technical Support Manager will engage in project management activities. This includes supporting customer service and commercial teams by learning about new biomarkers, assays, and instrumentation. The manager will study the diagnostic industry processes and regulations, work on strategy and tactics, coordinate meetings, prepare documentation, track progress, and assist in resource allocation. This multifaceted role requires a blend of technical knowledge, project management skills, and a strong customer service orientation to effectively support the organization’s goals and enhance customer experiences.