Director of Customer Solutions, Systems Engineering

Summary 

Bionano is looking for a global leader for our Customer Solutions team to ensure Bionano provides our customers with world-class instrumentation and networking set up for maximum system uptime. This key management role will be responsible for directing the activities and processes of our field-based service engineers. 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 instrumentation, networking, and server set up to ensure maximum system uptime for customers.
  • Lead team of Field Service Engineers and Genomic Data Specialists with IT/networking expertise to achieve outstanding customer satisfaction with system operations.
  • Optimize tools, metrics, and internal processes for efficient and effective support for customer installation, instrumentation, computational infrastructure, and networking solutions.
• Provide proactive customer training via self-help tools, training programs, and customer workshops to promote effective utilization of Bionano tools.
  • Maintain updated and current technical documentation and training materials for customers and internal teams.
  • Assist in customer workshops and user meetings to provide insights and knowledge transfer related to installation, instrumentation, computational infrastructure, and networking solutions.
• 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 systems engineering teams in a similar organization.
• Proven ability to understand customer needs and maintain useful requirements and specifications documents for customers and internal teams.
• Familiarity with formal reliability engineering concepts
• Excellent analytical, problem solving and interpersonal skills.
• Outstanding written and verbal communication, and training skills.

Education, Certifications, Licenses 

• 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 butis 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.