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Director of Customer Support

Company Singulex Inc
Location Alameda, CA
Update 8 Day ago
Corporate Mission
Singulex is a commercial stage, privately held company pioneering Next Generation immunodiagnostics (NGI). Singulex’s proprietary Single Molecule Counting technology is the back bone of NGI, and provides unprecedented ultra-sensitivity in the precision measurement of biomarkers. Such reliable ultra-sensitive accuracy provides definitive health status answers for physicians and patients resulting in improved health outcomes and reduced healthcare cost, without reducing delivery of care. Powered by SMCTM technology, the company’s NGI commercial offerings are transforming patient care from reactive disease treatment to proactive health management.

Position Description:
The purpose of this role is to provide pre- and post-sales customer and field application support for Singulex’s Clarity System. The individual will work closely with account managers, Global Service and Support team colleagues, the Singulex commercial launch team, and executive management.
Qualifications: BS/MS degree in biology, biochemistry, or a related scientific discipline or a minimum of three years’ experience, in an assay development or diagnostic / product-related field. At least five years of field-based or customer care experience within the medical device, diagnostics, At last 3 years of experience managing a customer support organization in a Diagnostic company is a plus. Proven expertise in developing and enhancing a customer support organization. Must possess strong listening and communication skills along with a solid business acumen Ability to effectively communicate with all personality types with strong interpersonal, presentation, telephone etiquette, and social skill Attention to detail, with a commitment to excellence and high standards and ability to deal effectively with a diversity of individuals at all organizational levels Proactive, motivated, and focused team-player attitude, self-sufficient, and prepared to go “above and beyond” on a regular basis
Essential Duties and Responsibilities: Develop and manage “gold standard” customer support organization Working with field organization to develop a sustainable and repeatable product implementation plan Partnering with R/D around product improvement and product issue resolution Launch metrics for tracking complaints, solutions, customer satisfaction and organizational metrics Fully servicing and supporting customers in an IVD compliant manner Support during customer installations (IQ, OQ, PQ) On-site customer training program development
1 . Develops and executes Customers Support strategy, plans and activities. Leads and manages a team of Field Application Specialists (FAS), responsible for deployment, staffing, funnel, time and territory management of the team including field travel reports, quarterly assessments and goal setting activities. This position also coordinates our FSE activities provided by Tecan.
2. Create a comprehensive product implementation process, trackable in SFDC. Including pre-instrument site evaluation, Clarity System installation, calibration and validation. On-site customer training program including training forms and evaluations. Robust “go-live” support to ensure customer satisfaction and early success with the system and the assays. Assist customers with annual certification when needed.
3. Develop FAS new hire training programs in collaboration with R&D and on-going education that will keep up with new trends and product changes. Initiate employee development programs that continue to enhance the job experience.
4. Develop and maintain relationships with all field/customer facing employees including sales and medical science liaisons. Ensure continuity and robust communication in a team environment that consistently exceeds customer expectations.
5. Ensure organization knowledge of all new and existing laboratory guidelines within each market.
6. Leads and manages the development of customer support materials provided to the customer.
Works with Quality and the complaint team to address any customer issues (or something like that…)
7. Responsible for maintaining updated knowledge of the healthcare terrain, hospital milieu, economic pressures, and relevant clinical and scientific literature. Assesses changes in healthcare that impact clinical care in the target segments and provides strategic updates to Sales and Marketing leadership.
Other: Experience managing and leading a Customer Support organization. Experience in healthcare, diagnostic industry and disease state management highly desired but not required. Excellent management, multi-tasking and organizational skills required to develop, lead and motivate an experienced team. Strong leadership, strong interpersonal skills and exceptional oral and written communication skills along with flexibility, good judgment and decision-making ability. Proven record of multi-functional team work. Ability to handle customer objections and rejections. Enthusiasm, ethics, integrity, self-organization, ability to follow up, persistence, hardworking, confident, and adaptable. 25% travel for co-travel with employees, customer interaction, meetings

Equal Opportunity:
Singulex provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Singulex complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfers, leave of absence, compensation, and training.
Singulex expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Singulex’s employees to perform their job duties may result in discipline up to and including discharge.