Field Service Manager

Overview

About Culture Biosciences Culture's mission is to simplify and accelerate bioprocess development to enable our customers to bring their biopharmaceutical products to market faster. With a focus on upstream cell culture process development, Culture has developed a platform that merges products, services and data management for mammalian, microbial and viral vector production processes. The platform enables high-throughput process development projects to be rapidly and seamlessly executed directly by customers in their own facilities, in our service laboratories, or both, driven by a cloud-connected web application for designing, managing and analyzing experiments. We value collaboration, innovation with purpose, and earning our customers' trust every day.

The Opportunity Culture Biosciences is looking for a Field Service Manager to support deployment of Culture BIoscience's products and to bring new opportunities to the bioprocessing community. The focus is on installing, repairing, and decommissioning equipment in customer facilities.

Responsibilities

• Provide excellent customer service and build relationships both remotely and on-site with customers and our commercial partners.
• Perform installation, qualification, diagnostics (remote and on-site), routine maintenance, and repairs of equipment installed at customer sites including customer IT requirements.
• Participate in internal and external planning activities to track installation, qualification, routine maintenance and repair calls, manage inventories and other reports.
• Coordinate issue resolution with appropriate internal teams including R&D, Software, Quality Assurance, and Commercial teams.
• Develop standard operating procedures related to the job function.
• Develop, maintain and deliver training materials and programs related to servicing Culture equipment.
• Generate and / or review and improve technical documents including installation and operating manuals.
• Ensure accurate tracking and completion of quality metrics including response time, first-time fix rate, customer satisfaction, and other metrics.
• Work closely with the engineering team and gain expertise on our hardware, software, and consumables.
• Take ownership for laying the foundations and building Culture's field service organization.

Qualifications

Basic Qualifications

Preferred Qualifications

In Return, We Will Support You By

Location & Schedule

Base Salary Range

Benefits

Culture Biosciences provides equal employment opportunities to all employees and applicants. We seek to build a company that promotes inclusion and expands the diversity of the industry. We encourage people with identities underrepresented in biotech and technology to apply.

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