Director of Service, BioFoundry

Berkeley Lights, Inc.

(Emeryville, California)
Full Time Travel Required
Job Posting Details
About Berkeley Lights, Inc.

Berkeley Lights, Inc. (BLI) opens up new possibilities in cellular biology, enabling researchers to study and manipulate single cells in ways never before possible.

Summary

The BioFoundry at Berkeley Lights, Inc. offers an incredible opportunity for the critical role of Director of Service, a newly created leadership position.

As the Director of Service, you’ll initially be an army of 1 who will develop, manage and eventually lead the service and support function for on-site tools in-house and at select tool installations and placements in the U.S. This leader will also provide strategic planning, organization, staffing, leadership and accountability for the regional service members and groups.

You’ll be a part of a dynamic interdisciplinary operations and development team, reporting to the VP of Operations and Consumables. The position is located at our headquarters in Emeryville, CA.

We are looking for a leader (in the making) who has made effective strides in an entrepreneurial, startup or a fast-paced technology environment.

Responsibilities

You’ve earned your success by being:

  • A critical thinker, strategic and independent problem solver.
  • Proactive via excellent prioritization, organization and project coordination skills.
  • Agile and self driven within a small, motivated, high performance team.
  • An effective collaborator within a multidisciplinary team with divergent backgrounds.
  • Ready to travel to customer sites, locally and nationally, as needed.
  • Able to jump in and get your hands dirty when needed.

A day in the life:

  • You’ll ensure customer satisfaction metrics for our on-site and deployed autonomous opto-electronic nano-fluidic life science tools; ensure that our Field Engineers operate toward maximum instrument uptime.
  • You’ll work directly with biopharma industry customers to ensure that our field staff optimally handles new installations, maintenance, repair, and service for existing equipment installations.
  • You’ll manage and evolve field service systems and teams to ensure customer success, increasing service revenues and profitability in line with financial targets.

Challenges and projects:

  • As we grow, you’ll develop an industry leading international service team that will work directly with customers to establish field best practices and processes to track instrument status, field activities and customer engagement/ satisfaction.
  • Hire, train, develop and lead a team of Service Engineers; provide strategic guidance, career development, and performance management.
  • Develop and implement training programs on instrument systems for Field Service Engineers and other commercial employees.
Ideal Candidate

We’re looking for the following experience (required):

  • B.S. in Mechanical Engineering, or related scientific/engineering discipline; M.S. or Ph.D. is preferred.
  • At least 8 years of relevant work experience in a life science company, capital equipment or related field.
  • Excellent customer service program development skills; able to derive customer needs and develop service programs that exceed customer expectation.
  • Excellent reporting skills; able to target/articulate key issues and resolve prioritized needs.
  • Service of complex, customized capital equipment including multiple units at multiple installations.
  • Use of CRM or Data Information Systems to measure effectiveness of customer success; define and track metrics, creating cadence for review within the support team.
  • Proven ability to meet or exceed installation milestones and scheduling requirements.
  • Excellent presentation, verbal and written communication skills.
  • Facilitate the continuous improvement of company products and services; track product performance feedback and customer satisfaction

Preferred experience:

  • Maintaining optical assemblies, electro-mechanical assemblies, and liquid handling sub-assemblies.
  • Robotic automation, factory automation and automation solutions.
  • Effective supervision of scientific or technical staff.

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Emeryville, California
Skills Desired
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  • Customer Service
  • Information Systems
  • Program Development
  • Automation
  • CRM
  • Mechanical Engineering
  • Life Science
  • engineering

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