Global TSE Manager

Introduction

In this role, you are leading the global team of Technical Service & Application Support Engineers. They form the first line customer contact for both technical and application support questions. You assure delivering the best support and help possible to the customers with their issues, backed by the Operations and R&D team at LUMICKS. Furthermore, you take ownership of maintaining long-term global customer satisfaction by interacting directly with customers and driving execution of service and support to the highest possible standards. You are the initiator of (remote) fixes, software upgrades, and diagnosing the problems and if needed align with the field service team. To continuously improve you drive the service innovation projects. This requires technical skills and a thorough understanding of the instruments as well as a knowledge of basic biology. Your team and knowledge will grow in the function over time.

Location: Amsterdam, The Netherlands

Meet LUMICKS

What are my tasks & responsibilities?

Responsible for first-line service response to customers and diagnose problems.
Responsible for fixing remote systems and SW upgrades.
Align with Global Manufacturing, install and field service manager on-field repairs.
Own customer response/satisfaction measurement.
Drive service innovation: remote diagnosis, automated system health monitoring & preventive maintenance.
Defines service innovation requirements for R&D projects.
Manage repair & return + tool swap program for Cell Avidity.
Define spare parts (FRU) and forecast use.
Manage global TSE team with team members in Amsterdam, Beijing, and Boston.
Owner of Installed Base data including service contract coverage of ISB.

What about my skills & competencies?

You have managed a service team in high tech equipment manufacturer (> 5 years).
Experience with service innovation.
You have been exposed to Global organizations.
You are tech-savvy and curious about new technology.
MSc technical (Electrical, Physics, Biomedical/Mechanical engineering)

About LUMICKS

LUMICKS brings novel tools for single-molecule biophysics and cell avidity to market, enabling scientific researchers across biology and medicine to unlock new types of experiments. Our high-performance instruments are optimal to investigate the fundamental causes of disease and facilitate drug optimization. With our tools, researchers can visualize and quantify the interactions between proteins and DNA in real-time and perform high-throughput screening of molecular and cell-cell interactions using sound waves.

We offer the chance to be part of an important mission: To improve human health by unlocking dynamic single-molecule and cell avidity analysis. With the ever-increasing adoption of our technologies by leading institutes from all over the world, including Stanford, Johns Hopkins University, Tsinghua University, NIH, and Imperial College London, LUMICKS is expanding its team.

Apply here

To apply, please email your CV and motivational letter to careers@lumicks.com

Why Join?

Autonomy, ownership & responsibility

Growth opportunities

Flat organization & open culture