Product Support Manager

Product Support Manager serves as an internal voice of customer and product support expert to customers and partners for all BioGX products. This is a mid-career growth position that will drive and assist with developing customer requirements, provide prompt technical issue identification and resolution, proper routing of customer support escalation. Will act as an additional internal support person to manage existing and new customers as a team leader of Product Support Specialists.

Essential Duties and Responsibilities (other duties may be assigned):

Serves as the Process Owner for processes assigned by the BioGX Job Function Training Matrix and is responsible for the effective execution and relevancy of each documented process assigned.
Report to Director of Marketing, Product Support & Innovation
Participate in customer meetings and senior level business meetings.
Serve as primary customer contact for product support related to field installations, products training and applications support.
Maintain and manage excellent relationships and highest customer satisfaction.
Work with Operations and Manufacturing to plan customers’ and distributors’ product forecasts and production.
Intake, triage, and escalate more complex product related technical issues to Technical Support and Quality.
Respond to inquiries on product offerings and technical questions via email, phone and/or field visit.
Contribute to quality compliance through proper and concise documentation of product or technical inquiries.
Maintain product knowledge and contribute to process excellence through continuous improvement efforts.
Create product related documents such as package inserts marketing collaterals.
Manage all RMA activities with Product Support Specialist.
Be customer’s voice for internal BioGX teams – marketing, product development & Quality.
Customer Feedback Management
Manage custom manufacturing documentation
Manage post-market surveillance documentation
Support complaint investigation documentation
Be customer’s voice for internal BioGX teams – marketing, product development & Quality.
Support Sales staff meetings that require technical expertise.
Represent BioGX at tradeshows, conferences and distributor partner meetings.
Requires greater than 50% travel.
Supervisory Responsibilities: May supervise one or more depending upon project scope.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty 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.

Experience of nucleic acid, PCR-based diagnostic test product development experience.
Experienced with DNA and RNA sample processing and sample stabilization
procedures, and with BSL2 procedures and safe handling of human blood and fluids to obtain purified nucleic acids for use in test procedures.
Well organized and efficient with handling multiple tasks at the same time.
Technical supervisory experience
Knowledge of CRM/Database software
Fluent in the use of Google Suite and Microsoft Office
Excellent written and verbal communication skills
Ability to work in a team environment, with the ability to relate to both highly educated and unskilled team members.
Ability to handle and resolve conflicts and work under stressful conditions
Education and Experience: The ideal candidate will have a Ph.D. or equivalent degree in Chemistry, Molecular Biology or related field with 5 years of field experience or M.S. degree with 10+ years of field experience.

Language Skills: Must be proficient in writing and communicating in the English language.

Mathematical Skills: Must be consistent with level education.

Reasoning Ability: Good problem solving, judgment and decision-making skills are required.

Certifications, Licenses, Registrations: None required

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work entails regularly performing tasks while working at a computer, desk, laboratory bench or automated machine. Work may involve occasional climbing or balance. Work entails occasional lifting and/or moving up to 25 pounds. The employee’s sensory modalities (vision, hearing, smell) and physical capabilities (ambulation without mechanical assistance, strength, coordination, dexterity, range of motion) must be sufficient to independently perform duties/functions of the position.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position will involve a combination of office and biotechnology laboratory environments. While performing the duties of this job, the employee may be exposed to hazardous chemicals, blood borne pathogens, automated equipment, and high levels of noise and vibration. The noise level in the work environment is usually moderate.

Job Location: Birmingham, AL