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Regional Technical Support Manager – NGS
Location: Europe (up to 30% regional travel)
Our client is an innovative sequencing technology company building tools that make genomic and molecular analysis faster, more accessible, and more affordable for researchers worldwide. Their platforms are used across human health, oncology, agriculture, animal science, microbiology, and environmental research.
They're looking for an experienced people leader to head up technical support across Europe, overseeing a team that resolves complex product issues, trains front-line support staff, and acts as the voice of the customer back into the business.
What you'll be doing:
- Lead, coach, and develop a team of technical/application support specialists — covering hiring, resourcing, and day-to-day performance management.
- Own the resolution of escalated product issues spanning the full sequencing workflow (sample/library prep, instrumentation, software, and bioinformatics), setting the standard for triage, risk assessment, and documentation.
- Partner with regional support leadership and Product Management to shape how escalations are prioritized and resolved, with an eye on minimizing customer downtime and hitting commercial goals.
- Keep case data clean and well-documented in the CRM, and coach the team on the quality of their case handling.
- Mine support data for patterns — recurring failures, workflow pain points, quality trends — and turn that into clear recommendations for Product and R&D.
- Flag issues with real commercial stakes (revenue, market access) early, working with Sales to make sure the right people are paying attention.
- Channel customer feedback and feature requests into product planning conversations, representing the field perspective.
- Act as the connective tissue between global technical experts and the regional team — translating deep product knowledge into training, guidance, and documentation the front line can actually use.
- Get the regional team ready for new product launches: training, playbooks, and readiness materials, delivered on time.
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What we're looking for:
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- An advanced degree (MSc/PhD or equivalent experience) in a life sciences or molecular biology discipline.
- Solid commercial experience in biotech, genomics, or a related industry, ideally with a background in field/technical support or another customer-facing function.
- Real depth in next-generation sequencing — comfortable across the workflow from library prep through to sequencing and downstream data analysis.
- Experience managing or leading a team, including performance management and coaching (direct reports or matrixed).
- A track record of handling escalations and complaints, doing risk assessment, and working cross-functionally with Product, R&D, and Quality.
- Comfort with CRM and reporting/analytics tools.
- Strong relationship-building skills across technical and commercial stakeholders.
A competitive salary and bonus package is on offer for the right candidate. If this sounds like your kind of challenge, we'd love to hear from you.
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