CRM Technical Operations Specialist - United Kingdom - Oxford Nanopore Technologies Ltd.

Description

Oxford Nanopore Technologies is headquartered at the Oxford Science Park outside Oxford, UK, with satellite offices and a commercial presence in many global locations across the US, APAC and Europe.

Oxford Nanopore employs from multiple subject areas including nanopore science, molecular biology and applications, informatics, engineering, electronics, manufacturing and commercialisation.

The management team, led by CEO Dr Gordon Sanghera, has a track record of delivering pioneering technologies to the market.

Oxford Nanopore's sequencing platform is the only technology that offers real-time analysis, in fully scalable formats from pocket to population scale, that can analyse native DNA or RNA and sequence any length of fragment to achieve short to ultra-long read lengths.

Our goal is to enable the analysis of any living thing, by anyone, anywhere

This role requires building and maintaining technical troubleshooting SOPs and workflows, as well as working closely with internal teams and stakeholders to bring standard procedures to the field teams.

This role also includes triggering of quality investigations and continuous improvement, and acting as a technical resource centre for front-line support.

software and hardware, data analysis, and flow cell and library prep kits)
Participate in the design and implementation of new systems and processes.

Identify front-line and customer needs on knowledge, training etc, and work with internal teams to build relevant content and systems to enable customers to become self-sufficient, e.g.

Complete detailed reviews periodically with product performance teams and present to Product Management and product review meetings.

Involvement in the entire product life cycle from product designs and developments to product launches and product complaints, and provide technical input and constructive feedback/suggestions for product improvements and resolutions for issues.

Review customer-facing documentation crafted by the content creation team.

Liaise between the internal team and customer-facing support teams by communicating and providing key technical information and procedures/processes to the front-line support teams.

Develop and improve product-related or support processes to achieve the company's goal to enable the sequencing analysis of anything, by anyone, anywhere.

Initiate and handle various ad-hoc projects, develop tools, and improve processes to empower the support organization and team globally.

A few years of commercial experience in the biotech/biomedical industry.
Experience in technical operations or a related field, developing and improving various processes for product usage and support.
Experience in field or technical support, or customer-facing roles is desirable.

Prior experience in handling product complaints, doing risk assessments, and collecting product feedback with Product Management and internal teams including product development and Quality Assurance etc.

Business oriented mindset, ability to assess the impact of different product issues on the business and sales revenue.

Proficient in SFDC or CRM tools and other internal tools like Tableau etc to carry out the above-mentioned duties.

Excellent troubleshooting, writing, and editing skills

Clear vision of and commitment to providing outstanding customer support and achieve sales goals by playing a role in product design, development, and complaint resolution.

We offer outstanding benefits to include an attractive bonus, generous pension contributions, private healthcare and an excellent starting salary.

Based within beautiful, landscaped surroundings with tree-lined walks, water features and a lake, all of which make for a wonderful working environment.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation.

LI-hybrid
#