Director, Customer Care and Technical Support

About Alveo

Alveo Technologies is the first company to make molecular detection and diagnostics universally accessible – on the farm, in the field, in the clinic, or in the manufacturing plant – helping prevent or significantly limit the destructive impact of viruses, fungi, bacteria, and other pathogens by detecting earlier at the Point of Need™. Alveo’s rugged and portable, multiplex-capable diagnostic platform employs IntelliSense™, its patented method of direct electrical sensing of nucleic acid amplification to provide affordable, rapid, and accurate results. By enabling early pathogen detection, Alveo helps manage global health, food security, and supply chain resiliency by providing actionable insights at lightspeed. Know Sooner, Act Faster™ with Alveo. For more, visit: https://www.alveotechnologies.com/ 

We are seeking a highly motivated and experienced customer/technical support leader to join our dynamic team. This crucial customer facing role is multi-faceted and will ensure the highest level of satisfaction for our customers by overseeing all aspects of customer and technical support operations. This individual will enhance, grow and develop a robust customer support system, provide technical support and conduct and/or coordinate product training, maintain compliance with Alveo’s QMS and ISO 13485 regulations, manage customer inquiries and escalations, process purchase orders and interface with distributors when needed, and collaborate closely with cross-functional teams to resolve issues efficiently. We are looking for someone who is driven, detail orientated, and results oriented.

You Will Be Responsible For:

Customer Engagement: Build strong relationships with key clients, serving as the primary point of contact for addressing inquiries, resolving issues, and proactively identifying opportunities to enhance customer experience

Issue Resolution: Manage customer escalations and complex inquiries, utilizing problem-solving skills and technical expertise to effectively address issues and ensure timely resolution. Expand and maintain repository of technical support and training materials

Process Design and Improvement: Review existing process and rapidly identify areas of improvement that can enhance scalability, compliance and customer experience. Build out NetSuite Support CRM in accordance with Alveo QMS and ISO regulations. Continuously evaluate and improve customer support processes, systems, and workflows to optimize efficiency and enhance overall service delivery

Performance Monitoring: Develop and maintain performance metrics and KPIs to measure the effectiveness of customer support operations and product performance, regularly analyzing data and implementing strategies for improvement

Cross-Functional Collaboration: Collaborate with internal teams, including Sales, Marketing, R&D, and Quality Assurance, to coordinate efforts and drive initiatives aimed at exceeding customer expectations

Documentation and Reporting: Maintain accurate records of customer complaints, interactions, feedback, and resolutions, and generate regular reports to communicate key insights and trends to management

Customer Advocacy: Serve as the voice of the customer within the organization, advocating for their needs and priorities to inform product development, risk assessments, marketing strategies, and business decisions

Department Expansion: Build out existing customer support platform and work with marketing department to generate customer support documents. Manage and collaborate with internal and external teams to maximize impact

Order Processing: Work with quality and operations teams to generate a Sales Order upon Purchase Order receipt and communicate with customer when applicable

Your Background Should Include:

Passion for biotechnology and a commitment to delivering exceptional customer service

Experience providing direct technical support and product training to customers

Proven track record of successfully managing customer support teams and driving results

Minimum of 5+ years of experience in customer support or related roles within the biotech or pharmaceutical industry

Managed, executed and maintained support documents for end user/distributor

Strong project management and communication skills, with the ability to effectively engage and collaborate with internal and external stakeholders at all levels

Mastery of CRM systems (NetSuite and Salesforce a bonus) and proficiency in Microsoft Office suite

Strong problem-solving abilities, with a strategic mindset and a proactive approach to identifying and addressing customer needs

Ability to adapt to changing priorities and work effectively in a fast-paced, dynamic environment

Bachelor's degree in life sciences, business administration, or related field; advanced degree preferred

Preferred Qualifications:

Implementation and refinement of NetSuite CRM

Experience working in the medical diagnostics/devices industry (IVD), with a strong understanding of biotechnological products and technologies

Familiarity with regulatory requirements and quality standards applicable to medical devices, such as FDA regulations and ISO standards

Knowledge of patient privacy regulations, including HIPAA, and experience ensuring compliance with data security and confidentiality requirements. Certification in HIPAA compliance or related areas of healthcare compliance is a plus

Understanding and experience in order processing and the quote-to-cash process

Previous experience in product management and/or marketing a plus

Salary range for this position is $170,000 - $217,000 per year

We are an equal opportunity employer and value diversity at Alveo Technologies. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.