BD (Becton, Dickinson and Company) Manager Customer Support, Single Cell'omics in San Jose, California
Job Description Summary
BD is revolutionizing single-cell biology through the invention and application of technologies – such as BD Rhapsody™ and BD™ AbSeq – to enable researchers to delineate the complexity of biology. Reporting to the Global Platform Leader for Research Reagents, this role is responsible for the development and management of the Single Cell’omics Global Customer Support Team.
The successful candidate will be a driven self-starter who is capable to build, adapt and lead this dedicated customer support team as the business grows rapidly, looking for ways to leverage and influence the full breadth of BD Biosciences customer support resources globally.
Success in this role requires a strong motivation to support customers and field associates with new technologies in a fast pace/evolving environment, exceptional leadership, teamwork, communication and problem solving skills, and deep experience in molecular and cell biology. The role is responsible for several direct reports.
Responsible for evaluating best practices as applicable to BD Biosciences and implementing the best approaches intended to drive customer satisfaction levels and business performance. Establishes the vision for and leads the education and knowledge transfer strategy intended to educate our customers and associates. Measures success through the effective use of customer and associate competency evaluation techniques, marketing survey feedback, as well as services sales performance.
Works on complex problems where analysis of situations or data requires an in-depth evaluation of various factors. Exercises judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criteria for obtaining results. Establishes and maintains teams budget, schedule, and performance requirements.
Expert in genomics applications and understands major competitor platforms; must stay scientifically relevant and engaged in a fast moving field in which our business participates and possess a deep understanding of BDB customer needs.
Ensures the Field Applications Support regional teams are well trained to serve customers in the field.
Drives value through leadership and talent development, sets direction by attracting, identifying, developing and retaining high caliber individuals.
Acts as a conduit for Voice of the Customer (VOC) information source for Sales, Marketing, Product Development, Applications and other departments.
Participates as a member of product strategy teams as assigned. Collaborates with appropriate departments to develop product demonstrations, applications notes and other communication materials.
Duties and Responsibilities:
Develops and sets the strategic direction for the Single Cell’omics Global Customer Support Team that is consistent with the Annual Strategic Plan. Works closely with Regional Sales and Support Managers, Marketing and Applications to identify requirements and implement processes and procedures that support attainment of strategic plan.
Promotes an exchange and standardization of education and knowledge transfer methodologies. Uses customer satisfaction measures and incremental revenue as criteria for success and continuous improvement.
Develops and executes short-term and long-term strategies to ensure the use of best practices to train customers and internal support associates.
Ensures effective use of associate competency evaluation techniques for internal associate education.
Acts as a technical resource for internal associates and works closely with the Application Program in Menlo Park, San Diego and San Jose. Ensures technical knowledge transfer between all customer facing teams. Trains field-based and in-house technical applications associates as assigned.
Responsible for resource scheduling and allocation. Provides scheduling support, in conjunction with Regional Sales Managers to prioritize customer support activities and resolve conflicts, where they exist.
Develops and maintains customer focused metrics and analytics that drive process improvements across the team and organization.
Exercises responsibility for Associate training, development, and motivating supervised Associates. Promotes, stretches, supports and furthers each individual’s self-development.
Performs other related duties and assignments as required.
Education and Experience:
A minimum of a MS in Molecular Biology, Immunology, Cell Biology or science field related to BDB business is required. PhD preferred.
5years’experience in genomics applications is required.
Excellent leadership skills. Previous experience with Technical or Customer Support Group Management preferred.
Working knowledge of molecular and cell biology, flow cytometry, current BDB products is preferred
Working knowledge or experience with technical education is preferred
Effective knowledge of education & evaluation techniques
Demonstrated ability to motivate and lead associates
Demonstrated ability to successfully transform an organization
Primary Work LocationUSA CA - San Diego (BDB)
Additional LocationsUSA CA - Menlo Park
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status