Technical Support Project Manager

EPM Scientific

Full-time

Administrative and Support Services

About the position

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.

Responsibilities

• Receive and manage all customer technical inquiries and complaints to ensure high customer satisfaction.
• Maintain the Quality System and keep all relevant SOPs up to date, modifying them when operational tasks dictate.
• Assist with customer support, marketing, and sales team members as needed.
• Support customer service and commercial teams by learning about new biomarkers, assays, and instrumentation.
• Study the diagnostic industry processes and regulations to inform project management activities.
• Coordinate meetings, prepare documentation, and track progress on various projects.
• Assist in supporting resource allocation for projects.

Requirements

• Bachelor's Degree in a technical discipline (Lab Sciences, Chemistry, Biology, Physics, Engineering, etc.).
• Strong listening and communication skills.
• Significant experience in a clinical setting or scientific laboratory setting or the diagnostics field.
• Prior work experience in customer contact roles (support, service, or sales).