Director of Customer Experience and Technical Support

Our Company

Biocare Medical, LLC is an innovator in developing and supplying world class automated immunohistochemistry Instrumentation and the full range of reagents for immunohistochemistry and molecular lab testing. Biocare is the market leader in simultaneous Multiplex IHC tests which provide increased confidence at critical diagnostic decision points, impacting patient therapy while accelerating turnaround time.

The company’s customers include clinical histology laboratories, pharmaceutical companies, CROs, and biotechnology companies as well as academic, government, military, and other non-profit laboratories. Biocare Medical offers an expanding portfolio of integrated products to address the rapidly growing cancer and infectious disease diagnostic and research markets with novel tissue immunohistochemistry and in situ hybridization methods. Biocare medical is headquartered and has manufacturing facilities in California and has a global distribution network.

Summary

The role of Manager of Customer Experience and Technical Support is focused on improving the quality of interactions between Biocare Medical and their customers. The goal of this individual is to create an exceptional customer experience by anticipating customer needs, resolving issues quickly through the field Service and field applications team, providing best in class technical support and end to end oversight of the customer complaint process.

Lead and manage the technical support team to ensure that all inquiries and issues are resolved promptly and with a high level of expertise

Oversee all aspects of customer interaction, from initial contact through post-purchase support, ensuring that clients’ needs are met efficiently and effectively.

You will work closely with the sales, technical, and product teams to maintain and improve customer satisfaction, drive loyalty, and enhance the overall customer journey

The role will be responsible for overseeing all aspects of this process. The Manager of Customer Experience will report directly to the SVP Commercial, Americas and in partnership with Sales leaders and Marketing team members to ensure an enhanced customer focus across multiple stakeholders. 

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lead and manage the technical support team to ensure that all inquiries and issues are resolved promptly and with a high level of expertise
• Act as a liaison between customers and product/technical teams to resolve complex scientific queries
• Business partner to senior Sales leaders develop growth room objectives centered on growing revenues and market share through best-in-class customer experience
• Work with executive management to create an action plan to improve and track customer satisfaction based on feedback from surveys and focus groups 
• Develop and implement training programs for employees to improve customer facing skills and knowledge of company sales models
• Develop strategies to drive customer loyalty, product adoption while reducing customer churn rates
• Collaborate in discussions with internal teams to influence direction and align delivery to optimize the user experience through product adoption as well as customer complaints.
• Regularly gather and analyze customer feedback to identify trends and areas for improvement
• Responsible for collaborating with cross- functional teams defining and optimizing the customer complaint process and assisting in driving to resolution
• Oversee customer onboarding processes, ensuring clients are well-integrated into the product ecosystem and fully equipped to use the products
• Track and report on key performance metrics, including customer satisfaction scores (e.g., CSAT, NPS), support ticket resolution time, and product feedback.
• Prepare regular reports for senior leadership on customer experience improvements and initiative

Competencies

• Bachelor’s Degree from accredited University; preferred fields: Business, Finance, Economics, or Life Sciences. MBA preferred.
• Six to ten (6-10) years’ experience.
• The ability to manage up and down and develop strong working relationships with your team and the executive team
• Established skills in providing high levels of customer service where you have utilized your leadership experience to achieve targets on an individual and team basis
• A practical mind to find solutions on the spot partnered with a curiosity to continuously improve and innovate
• Ability to effectively communicate to both internal and external stakeholders.
• Excellent written and spoken English communication skills.
• Experience with building and maintaining business relationships
• Strong expertise with Microsoft suite; emphasis on Word, Excel, and PowerPoint.
• Ability to present to large groups; some measure of panache and gravitas when ‘on stage’.
• Comfort with autonomously planning travel, maintaining lines of communication, and prioritizing objectives
• This position requires 50-75%% travel both domestically and internationally; out-of-area, overnight travel and occasional weekend travel required.

Expected Hours of Work

• 8 a.m. to 5 p.m. Monday - Friday and may require extended weekday or weekend hours depending on business needs.

Compensation Range

• $140,000 - $165,000 annual

Full-Time Positions Offer

• Company Sponsored Health Insurance - medical, dental, vision,
• Company Sponsored Life Insurance
• Voluntary Benefits
• Retirement plan - 401(k)
• PTO
• Paid Holidays

BioCare Medical values the diversity of individuals, ideas, and perspectives, and what they bring to the workplace. We know that our people represent the future of the company, so we only hire the best from around the world. Applications from all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, physical or mental disability, or status as a Protected Veteran.

All inquiries strictly confidential.