Senior Manager - Global Field Service

Who We Are:

NanoString Technologies (NASDAQ: NSTG) is a leading provider of life science tools for discovery and translational research. The company’s nCounter® Analysis System is used in life sciences research and has been cited in more than 3,800 peer-reviewed publications. The nCounter Analysis System offers a cost-effective way to easily profile the expression of hundreds of genes, proteins, miRNAs, or copy number variations, simultaneously with high sensitivity and precision, facilitating a wide variety of basic research and translational medicine applications. The company’s GeoMx® Digital Spatial Profiler enables highly-multiplexed spatial profiling of RNA and protein targets in a variety of sample types, including FFPE tissue sections.  Built on pioneering principles in 2003, NanoString is blazing new trails and exploring new frontiers to adapt to the everchanging landscape and becoming smarter and more innovative in the process.  We are dedicated to advancing scientific discovery and providing solutions that can have a meaningful impact in research and discovery.  

Our purpose is to Map the Universe of Biology.   We enable scientists to answer questions they have always wanted to ask to explore the boundaries of cellular structures and create an atlas of biological interactions that define life.  We are relentless in our quest to Catalyze the Next Biological Revolution leading to Advancing the Human Condition.  In addition to a pioneering spirit, we value:  Grit.  Authenticity.  Ambition.  Ingenuity.  Customers.  Join our team!

Job Summary:

The Senior Manager - Global Field Service is responsible for the daily management of global field service activities through a team of regional field service managers and Field Service Engineers (FSE’s). Currently EMEA, APAC, NA West, and NA East. The Senior Manager – Global Field Service will work within the Customer Experience team to ensure nanoString customers receive world class service and support. They will provide leadership, adapt to changing industry standards, and nurture the team to support anticipated growth and new product launches. The position will be hybrid office based in Seattle with up to 25% travel.

Essential Functions:

• Develop, track, and manage all KPI’s such as: Uptime, Service Response Time, MTBF and MTTR for all Instrument products.
• Create and manage workload/manpower planning process to adapt to an expanding installation base and field service team.
• Manage field service expenses, spare parts inventory, and tool investments to achieve annual team budget.
• Develop appropriate service offerings and pricing in conjunction with Sales and Marketing to maximize number of customers on service plans.
• Coordinate resources to ensure timely completion of instrument installation, repair, upgrades, and preventive maintenance activities.
• Lead by example to develop a continuous improvement culture. Develop and drive accountability around daily management and monthly KPI's. Must be able to quickly identify systemic business issues and leverage team expertise to invent and implement permanent solutions.
• Develop, review, and implement departmental and administrative procedures.
• Assist Logistics/Supply Chain with developing spare parts inventory strategy and calibrated processes in partnership with the Lab Services team.

Requirements:

• B.S. degree with 8+ years of relevant Field Service management experience or a combination of education and directly related experience.
• A minimum of 5+ years hands on experience as a Field Service Engineer in the Life Science tools industry, Medical Device industry, or a related field. 
• Thorough understanding of state-of-the art hardware and software service methodologies for instruments used in both research and diagnostic applications. Familiarity with fluorescence microscopy, robotic systems, and genetic analysis techniques a plus.
• Experience in hiring, motivating, developing, and retaining a diverse, world class field service team.
• Adept at communicating complex technical issues to a globally culturally diverse team including Executive Management, Sales, Manufacturing, Supply Chain, R&D, Finance, Third Party OEM, and Customer Service personnel.
• Excellent computer and data analysis skills utilizing various software programs such as Excel, Power BI, SFDC, etc.

Preferred Qualifications:

• Experience creating and managing field service procedures within an ISO-13485 certified Quality System.
• Experience with budgeting and workload analysis methodologies.
• Experience and understanding of Domestic and International labor laws and shipping/logistics.