Commercial Operations Specialist - Technical Services

Technical Services Operations Specialist

Oxford / Hybrid | Full‑time | Commercial Operations. Oxford Nanopore Technologies is transforming the way the world explores biology. Our sequencing technology provides real‑time, scalable insights — from portable devices to population‑scale platforms. Our mission is to enable the analysis of any living thing, by anyone, anywhere.

We are seeking a Technical Services Operations Specialist to support the operational delivery, optimisation, and continuous improvement of our global Technical Services function, with a strong focus on Salesforce Service Cloud. This role is ideal for someone with hands‑on experience using Salesforce to support technical or customer‑facing teams, who enjoys working with cases, escalations, work orders, and reporting, and wants to play a key role in improving how global service teams operate at scale.

This is a Salesforce‑centric operational role, supporting how our global Technical Services teams manage technical cases, escalations, work orders, and service performance. You will work closely with Technical Services, Customer Care, Sales, Product, and Systems teams to ensure Salesforce is being used effectively to support issue resolution, operational visibility, and continuous improvement. The role combines day‑to‑day operational support with longer‑term process optimisation and reporting.

• Partner with regional Technical Services teams to support day‑to‑day Salesforce usage, including case management, escalations, and work orders
• Own and optimise Salesforce case management workflows, ensuring effective triage, prioritisation, escalation, and resolution
• Support and oversee escalation processes, helping ensure issues are handled efficiently with clear root‑cause analysis
• Maintain and improve Salesforce reporting and dashboards to provide visibility into service performance, workload, trends, and capacity
• Monitor service metrics such as case volume, resolution times, and SLA performance, producing insights to support planning and decision‑making
• Identify operational inefficiencies and work with stakeholders to embed scalable Salesforce‑based improvements
• Support work order management and post‑sales technical workflows within Salesforce
• Maintain and evolve service documentation, SOPs, and knowledge articles aligned to Salesforce processes
• Coordinate operational readiness for system changes, releases, and process updates
• Contribute to continuous improvement initiatives across Technical Services operations and tooling

• 1–3 years’ experience in Technical Services, Service Operations, Customer Support Operations, or Business Systems
• Hands‑on experience using Salesforce, ideally Salesforce Service Cloud
• Practical experience with:
  • Case management
  • Escalations
  • Work orders
  • Reports and dashboards
• Experience supporting technical, field service, or customer support teams
• Understanding of incident management, root‑cause analysis, and service workflows
• Strong organisational skills and attention to detail
• Ability to manage multiple priorities and collaborate across teams
• Clear, confident written and verbal communication skills

• Experience with field service management tools or post‑sales technical environments
• Experience using JIRA for ticket management, defect tracking, or reporting
• Exposure to SLA tracking, service analytics, or operational reporting
• Experience supporting global or matrixed teams
• Interest in AI‑enabled service tools (e.g. Salesforce Einstein, automation, knowledge recommendation engines)
• Background in life sciences, biotech, diagnostics, or medical devices

• Global Technical Services transformation and scaling initiatives
• Salesforce‑driven post‑sales support and service optimisation
• Cross‑functional collaboration with Technical Services, Sales, Customer Care, Quality, IT, and Product teams
• Continuous improvement and operational project delivery in a fast‑growing, technology‑led organisation

Oxford Nanopore Technologies:
Our goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has…