Product Support Supervisor

Job Summary

As a Product Support Supervisor
, you will be a key member of the Product Support team, reporting to the Product Support Manager. You will play a critical role contributing to technical and product support, customer training, record keeping of pertinent information regarding technical operations and use of Seegene’s products, instruments, and proprietary software, as well as overseeing and communicating with the field service teams. This position serves as a technical consultant during pre- and post- sales activities and will collaborate with the broader team to maximize sales growth and customer satisfaction.

You will be responsible for providing technical expertise and acting as the primary liaison/customer representative throughout the implementation process and future molecular application and engineering support. This includes planning and coordination for instrument installation, calibration, and application training, as well as troubleshooting and problem-solving issues that arise for customers throughout the life cycle of the solution. The Product Support Supervisor will have a deep understanding of the requirements in industrial applications, enabling them to build strong relationships with key customers, understand their requirements and be able to propose solutions during on-site visits.

You will assess emerging and/or unmet medical needs in the North American markets, provide rationales for new product introduction and on market product sustenance, evaluate opportunities for product improvements, innovative ideas, and disruptive technologies. The position will be expected to develop and maintain relationships with the sales team, as well as the global product managers, project management, product support, marketing, and R&D teams

• Supervise, mentor, and coach the Field Support team.
• Managing schedules, workloads, and case assignments.
• Monitoring KPIs (case closure times, first-call resolution rates, customer satisfaction, etc.).
• Coordinating with QA/RA for compliance-related customer issues.
• Reporting trends and recurring product issues to Product Management or R&D.
• Participating in hiring, onboarding, and performance reviews.
• Provide highly visible, self-supervised and self-directed, extensive on-site advisory customer support through the implementation of Seegene’s innovative molecular instrumentation and tailored customer training on our Seegene solutions to meet customer needs.
• Perform customer onsite and remote training and demonstrations for Seegene’s assays and operation of automation instruments.
• Provide customer technical support, including troubleshooting for Seegene PCR assays and operations of automation instruments.
• Provide training and education support to Seegene customers.
• Independently analyzes and resolves most customer questions and problems and refers only the most complex issues to higher levels.
• Partners closely with R&D to provide strategic, global operational input on protocol design, feasibility, and ability to execute.
• Act as Instrument Manager, in charge of calibration of instrumentation, including repairs, maintenance, and logistics.
• Provide logistical support in product ordering, routine purchasing requisitions and asset management.
• Manage overall strategy to ensure proper levels of product support coverage.
• Record, oversee, and manage detailed information into a work order/service ticketing and quality system for all customer inquiries.
• Encourage and support process improvement initiatives identified by team members.
• Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.
• The position will also be responsible for customer support including assay troubleshooting and applications laboratory support of performing experiments to confirm run results and analyze laboratory run data.
• Develop key product support and field service documents (standard operating procedures, work instructions, quick guides, etc.)
• Work independently and is autonomous
• Attend scientific conferences and programs in relevant microbiology/infectious diseases/molecular diagnostics areas to maintain…