Director of Customer Solutions, Applications

Summary

Bionano is looking for a global leader for our Customer Solutions team to ensure Bionano provides our customers with world-class support using OGM and VIA technology. This key management role will be responsible for directing the activities and processes of our field-based data analysis, assay training, and application support teams. This role has global impact and responsibilities and will be a key member of our management team to drive success in partnership with our customers. 

Primary Duties and Responsibilities 

• Lead and manage the global team responsible for the overall ongoing customer support experience including data analysis, application and software support, assay training, and troubleshooting.  
  • Lead team of applications scientists and Genomic Data Specialists with data analysis expertise to achieve outstanding customer satisfaction with data insights.
  • Optimize tools, metrics, and internal processes for efficient and effective support for customers utilizing OGM and VIA software for OGM and non OGM processes.  
• Lead and manage scientific affairs to support customers and internal teams.
  • Support scientific communications and publications.
  • Provide proactive customer training via self-help tools, training programs, and customer workshops to promote meaningful outcomes related to utilization of Bionano tools.
• Collaborate with product development teams and share critical product improvement feedback to support continuous improvement.
• Other duties as assigned.

Required Skills and Abilities 

• Proven experience leading customer solutions applications teams in a similar organization.
• Ability to present at national and international conferences.
• Excellent analytical, problem solving and interpersonal skills.
• Outstanding written and verbal communication, and training skills.

Preferred Skills and Abilities

• Knowledge and experience with bioinformatics algorithms and genomic data analysis pipelines
• Knowledge of software for genomic data analysis

Education, Certifications, Licenses

• Education (Level and field of study) required/ preferred: Master’s or PhD degree in a scientific or technical field required. PhD preferred.
• Years relevant/ total work experience: 
  • Minimum of 5 years of experience in direct management of a global team required.
  • At least 3 years of relevant lab experience in molecular biology, genetics, bioinformatics or related field required.  
  • Experience with supporting complex capital equipment, reagents, and data analysis required.
  • Experience developing scalable systems for managing support across a large installed base required.
  • Experience with genomics platforms – arrays and NGS preferred.

Leadership Responsibility (Direct/ Indirect): Direct management of a global customer support team. 

Additional Requirements  

• Work Location: San Diego (Hybrid)
• Travel Requirements:
  • Up to 50% of travel time as needed to address customer and organization needs.
• Domestic travel with some international travel as needed.
• Physical Requirements and Work Environment:
  • Sit and stand for prolonged periods 
  • Repeating motions that may include the hands, wrists and/or fingers 
  • Use of hands to finger, handle, or feel, and reach with hands and arms
  • Stand and/or move about the office or in various environments (including tight and confined spaces), or from one worksite to another
  • Specific visual abilities, including close vision and ability to adjust focus, read, review, and assess the accuracy and thoroughness of the work assigned
  • Verbal abilities require communicating with others to exchange information
  • Occasionally adjusting or moving objects up to 20 pounds in all directions
  • In-person interaction with others indoors and outdoors
  • Use standard computer, telephone and related equipment for communication, and recordkeeping
  • Able to travel, including international travel, without personal assistance

The above physical requirements and work environment characteristics generally reflect those of this position but is not an exhaustive list. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions of the position, provided that such accommodation does not impose an undue hardship on the Company. 

Disclaimer 

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This description generally reflects management’s assignment of essential functions but is not intended to be a comprehensive list of the duties and responsibilities of the position, and it does not limit or restrict the duties and responsibilities that may be assigned from time to time. The duties, responsibilities and job description of this role are subject to change at any time without notice.