United States
Scientific Technical Support Manager - Farmingdale, NY
Reporting to the Head of Global Marketing, you will be responsible for managing and coordinating the systems and processes of our global technical support staff. In this role, you will be challenged to develop metrics, improve systems, streamline processes, and analyze and align resources to achieve best-in-class performance. Drawing on your scientific background, you will also participate in providing technical support for customer inquiries across a wide range of Enzo Life Sciences products.
You will also serve as the lead and oversee the commercial support provided by the technical support team, which includes working closely with the field sales team for lead follow-up, quote generation, and special product pricing.
Your areas of responsibility will include:
- Answering complex questions via phone and email on the function and use of our products requiring knowledge of various laboratory techniques, theory, and practices.
- Analyzing case management data, identifying and solving problems, and reporting trends in the company’s customer base.
- Working closely with Marketing and R&D to improve customer satisfaction.
- Following up with customers and staff to ensure resolution of technical issues.
- Evaluating and implementing improved global technical support systems and processes.
- Overseeing quote generation and sales lead follow-up, including maximizing profit margin and revenue for custom and bulk quotations.
- Recommend products and applications of products in response to customer inquiries.
- Developing and tracking team metrics with the aim to improve ROI on the technical and commercial support provided by the team.
- Leading technical support staff in prioritizing workload and tasks to provide best-in-class technical support.
- Managing the systems and processes for call receipt and resolution to make continuous improvements.
- Reading product literature to build and maintain an extensive knowledge of areas related to our products and applications.
- Assisting with the writing of marketing collateral to support Enzo Life Sciences products.
- Participating in tradeshows, conferences, and on-site customer visits as needed (occasional travel required).
Our ideal candidate possesses:
- Bachelor’s or Master’s Degree in a related scientific field.
- 8+ years of related scientific, technical support, marketing, and/or sales experience in the life science industry in a customer-facing role.
- At least 3 years of management or supervisory experience.
- Must have a strong technical and systems background with proven ability to analyze, align, and implement process improvements.
- Ability to resolve varied and non-routine scientific challenges.
- Excellent written and verbal communication skills.
- Strong quantitative and troubleshooting skills, attention to detail, and scientific technical adeptness.
- Outstanding interpersonal skills, including the ability to communicate effectively and professionally with customers and all levels of the organization.
- Ability to remain calm and effectively handle challenging customer demands.
- Proven leadership ability with demonstrated success in managing teams of scientists.
- Computer proficiency required.
For immediate consideration, please submit your resume by visiting our job application portal at https://home.eease.adp.com/recruit/?id=1103761.
