Senior Director - Technical Services - NanoString Technologies - Seattle

Job description
We seek a technically knowledgeable leader with outstanding technical and interpersonal skills to fulfill the role of Senior Director - Technical Services Manager. In this customer facing role, the successful candidate will be responsible for expanding and improving the customer support and training process and dealing with all chemistry and assay issues that customers encounter in using the Company’s products in both a research environment as well as an in vitro diagnostic (“IVD”).
Responsibilities:
Continue to build and manage the team that is the primary point of contact for all assay related issues that are not hardware based.
Own the process of addressing customer issues and questions concerning the use of NanoString products and the data derived therefrom.
Insure that the customer support process critically evaluates all incoming issues in a timely manner, reports out any trends and that corrective action is taken as necessary.
Determine what needs to be done and then implement the required process improvements to scale the customer support process to support a growing global customer base of both translational research and in vitro diagnostic customers.
Work with Diagnostic Training Manager to determine how to most effectively deliver Prosigna user training globally either directly and/or through partners.
Evaluate complaints to determine whether elevation is required for Medical Device Reporting (MDR) in accordance with the applicable regulations.
Document the resolution of all customer inquiries and complaints in the CRM and QMS systems.
Develop and revise SOP’s to ensure that the complaint management system complies with the requirements specific to Global Medical Device regulations.
Serve as a scientific conduit between the NanoString field based team and customers and the internal research and development team.
Analyze trends in customer issues and provide feedback to the manufacturing and research and development teams.
Manage the performance of experiments in order to validate customer issues and/or determine root cause thereof.
Work with cross functional teams to troubleshoot application issues.

Desired Skills and Experience
PhD or Masters in Molecular Biology, Biochemistry or related field or commensurate industry experience.
Experience supporting an in vitro diagnostic product.
A minimum of 5 years of managing a technical support or field applications team.
A strong understanding and familiarity with gene expression technologies including qPCR, microarray analysis and Next Generation Sequencing.
A desire to consult and assist customers in developing applications and studies utilizing NanoString platforms.
An ability to travel 20% of the time.
A desire to participate in the growth and success of an emerging life sciences company.
Prior experience working with a Customer Relationship Management or Quality Management System.
Exceptional communication skills, both oral and written.
Ability to communicate technical material to both customer and company personnel, regardless of their level or technical aptitude.
Excellent time management and project management skills.
Ability and desire to lead small cross functional teams investigating customer and/or technical issues.
Strong data analysis experience with Genomics platforms.
Proven ability to think independently and propose solutions.

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