Technical Support Manager
LGC Group · Customer Service
Company Description
LGC Biosearch Technologies locations Petaluma and Novato, CA, as well as our sister site in Denmark, represent a focused, collaborative culture of producing mission-critical genomics components, primarily oligonucleotides and supporting reagents, for our diverse customer base. We believe in Science for a Safer World and have embodied our mission by supporting first responders during the COVID-19 pandemic where our Biosearch Technologies portfolio has been and continues to be enabling millions of PCR tests worldwide. We are currently seeking candidates who are up for the challenge of operating in a high-growth, purpose-driven organization.
Job Description
Lead and develop the Genomics Technical Support team, delivering high-quality scientific and technical aid to internal and external customers. Supervise technical investigations, aid new product launches through knowledge sharing and training, and encourage continuous advancement in technical support procedures and materials. Partner with R&D, Product Management, Quality, Manufacturing, Commercial, and other cross-functional teams to boost technical strengths, enrich the customer experience, and drive business growth.
To perform this job successfully, an individual must be able to perform the following essential duties:
- Business Impact: Ensure the delivery of timely, accurate, and consistent technical support across the genomics portfolio. Offer assistance and intervention for complex scientific enquiries and product complaints, support new product launches, and update the Director of Technical Support, Genomics on team performance, challenges, and achievements.
- Innovation & Change: Apply scientific expertise and independent judgment to resolve complex technical challenges. Find opportunities to improve investigation methods, workflows and technical resources, and support the successful introduction of new products and technologies.
- Type of Work: Balance day-to-day team management and technical support operations together with longer-term tasks related to technical knowledge management, process development, and new product readiness.
- Key Collaborators: Work closely with global Technical Support, R&D, New Product Development, Product Management, Quality, Manufacturing, and Commercial teams to align technical activities with customer and business needs.
- Communications: Oversee the development and scientific accuracy of technical documentation, customer communications, training resources and internal knowledge articles. Communicate complex scientific information clearly to customers, colleagues and senior leadership.
- People Management: Direct, support and grow the Genomics Technical Support team by defining clear priorities, performance expectations and growth objectives. Strengthen technical expertise, facilitate knowledge sharing and nurture collaboration within the global support organization.
- Process Oversight: Lead technical support operations, respond to customer issues and product complaint investigations. Ensure detailed documentation, investigation, and resolution of technical challenges in line with established quality guidelines. Support the communication of technical insights from R&D and New Product Development to Technical Support.
- Subject Matter Expertise: Offer scientific leadership and direction in molecular biology, genomics technologies, and related workflows. Assist in the investigation and resolution of complex technical problems through scientific analysis, experimental design, and laboratory troubleshooting.
- Continuous Improvement: Identify and implement enhancements to technical support processes, investigation workflows, and knowledge management. Encourage standardization, collaboration, and the sharing of guidelines to improve service quality and operational efficiency.
- Data & Metrics: Monitor technical support performance, customer enquiry trends, complaint investigations, resolution timelines and team productivity. Use data to identify improvement opportunities, inform resource allocation and communicate performance to leadership.
- Physical Demands: Primarily desk-based work involving team management, scientific analysis and communication, with occasional laboratory or site-based activities as required.
- Follow all applicable LGC health, safety and personal protective equipment (PPE) policies.
- Perform other duties as required or assigned by management to meet business needs.
Qualifications
Qualifications:
- Higher degree or equivalent experience in a relevant scientific field.
- Sound knowledge of molecular biology techniques.
- At least 10 years of relevant technical support experience, including a strong understanding of the challenges faced by scientific customers.
- Advanced laboratory troubleshooting skills, using scientific knowledge, literature research and structured problem-solving.
- Proven ability to lead projects, align cross-functional colleagues and deliver work to agreed objectives and timelines.
- Demonstrated ability to produce clear, high-quality scientific writing appropriate to its audience and purpose.
- Ability to design, revise and teach protocols and methods; strong experimental design expertise.
- Strong written and verbal communication skills, including explaining complex technical concepts concisely.
- Comprehensive understanding of pertinent computer applications and the capacity to embrace new tools.
- At least three years of line management experience.
- Excellent organisation, time management and attention to detail.
- Data analysis and manipulation skills, including experience with genomic databases.
- Working knowledge of Quality Management Systems (QMS).
Desirable:
- PhD or equivalent experience in a relevant scientific field.
- Knowledge of project management guidelines.
- Knowledge of productivity tools and skill in employing them to boost team performance.
- Formal leadership or management training.
- Extensive experience in scientific writing and editing, including mentoring others in these skills.
Additional Information
LGC is a top life science tools company, offering important solutions in growing markets.
Our values
- PASSION
- CURIOSITY
- INTEGRITY
- BRILLIANCE
- RESPECT
Benefits
- 25 days holidays
- Life assurance & health allowance
- Discounts with local and national retailers
- Free 24/7 Employee Assistance Programme
- Recognition schemes and monetary awards
- Great long-term career opportunities
At LGC, we foster a culture of inclusion and collaboration. We believe that diverse perspectives lead to better outcomes and encourage applicants from all backgrounds to apply. We are an equal opportunity employer and offer reasonable accommodations to individuals with disabilities. If you require any adjustments throughout the recruitment process, please let us know.
Join us in this unique opportunity to be part of a company that is leading advancements in the industry!
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