Manager, Field Application and Technical Services

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Team Leadership & Development:
• Manage and mentor a team of Field Application Scientist (FAS) and Service Engineers.
• Set performance goals, conduct evaluations, and support professional development.
• Customer Engagement & Success:
• Serve as the technical point of contact for key customers throughout the lifecycle.
• Support onboarding, deployment, and ongoing use of solutions to ensure customer success.
• Monitor and improve customer satisfaction metrics.
• Field Application Support:
• Collaborate with Sales and Product teams to provide pre-sales technical support.
• Guide customers through product demonstrations, trials, and integrations.
• Customize solutions based on customer requirements and feedback.
• Service Engineering:
• Oversee the scheduling and execution of field service activities, including installations, maintenance, and troubleshooting.
• Ensure compliance with service-level agreements (SLAs) and timely resolution of technical issues.
• Process & Continuous Improvement:
• Identify and implement process improvements across support, deployment, and service operations.
• Develop and maintain documentation, training materials, and knowledge bases.
• Cross-Functional Collaboration:
• Work closely with Product, Engineering, QA, and Sales teams to relay customer feedback and contribute to product improvements.
• Participate in root cause analysis and continuous improvement initiatives.
• Performing BLI analysis of customer samples involving specificity, kinetics, and affinity of biomolecular interactions.
• Developing and transferring expert knowledge through training and support of relevant hardware and software while staying current with new assay development.
• Proactively addressing and supporting customer service initiatives and sales goal objectives.
• Contributing to the development of application notes and teaching manuals.
• Writing technical documents that highlight new and innovative applications resulting in using
• Gator Bio’s BLI Next Generation systems and label-free solutions.
• Staying informed of new areas of technology through research, publications, and patents while
• partnering with collaborators and industry KOL’s.
• Reporting on competitor’s products and feedback information to the Sales and Product Management teams.
• Manage, perform, and document all on-site installations, repairs, calibrations, preventative
• maintenance, inspections, and test tasks in a timely and detailed manner for BLI instrumentation.
• Adjusting coordinates and spectrometer parameters, replacing parts, etc.
• Diagnosing alarms, errors, or technical/mechanical problems and implementing proper solutions.
• Performing and documenting system validation (IQ/OQ/PQ) for repaired and incoming stock.
• Triaging, scheduling, and providing customer support by telephone, email, or customer visits.
• Cooperating and communicating effectively with customers, project teams, engineering team, sales team, and others.
• Reporting and contributing DFS recommendations for products in development.
• Documenting tasks performed at customer sites using SFDC.
• Logging all customer visits and generating new service-related documents .
• Reporting quality issues to QT9 and accomplishing tasks in QT9 in a timely manner .
• Representing Gator Bio in a professional manner to continue and help build positive customer relationships .
• Producing timely and accurate expense

QUALIFICATIONS

• PhD or experienced preferred, MS level required with 5 years’ experience with label free technology, such as, Bio-Layer Interferometry (BLI), Surface Plasmon Resonance (SPR) or similar instrumentation.
• Experience with immunoassays development, such as ELISA, SPR, BLI or similar technology.
• Expertise in label-free technology Bio-Layer Interferometry or Surface Plasmon Resonance products preferred.
• Excellent interpersonal, verbal, and written communication skills to articulate effectively with customers and internal teams.
• Self-motivated, well-organized, ability to develop contacts and build rapport at all levels.
• Liquid Handler experience with Tecan, Hamilton, or Perkin Elmer a plus.
• Excellent communication and presentation skills required to a diverse level of internal and external clients.
• Ability to troubleshoot, test, repair and service technical and mechanical equipment .
• Ability to adapt to changes in work schedule and alter travel plans accordingly .
• Knowledge of IQ/OQ/PQ a plus.
• Spectroscopy instrumentation a plus (UV/VIS / Fluorescence / IR/FTIR / Raman).
• Excellent interpersonal and verbal communications skills.
• Highly organized and able to work independently.
• Travel 50-75%.

POSITION REQUIREMENTS

• To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Ability to lift, push, pull, carry, and/or move 50+ lbs.
• This role will require long periods of standing, walking, and sitting.
• The employee will be required to use their hands for computer work, phone calls, and pipetting.
• Must pass a health screening.