Associate Director – Scientific Support

Role Overview

• Provide strategic leadership and direction for the Scientific Support function, aligning support strategy with company commercial objectives, product roadmap, and customer success goals
• Build, lead, and develop a high-performing Scientific Support organization, including hiring, organizational design, performance management, and career development
• Establish and scale global Scientific Support infrastructure, including support workflows, and knowledge management systems
• Define and track key performance indicators (KPIs) and metrics to measure support effectiveness, customer satisfaction, response times, and resolution outcomes
• Serve as the senior technical escalation point for complex customer issues, working cross-functionally to drive resolution and root cause investigations
• Partner with Commercial Leadership to support strategic accounts, key collaborations, and revenue-driving opportunities through technical engagement and scientific partnership
• Work closely with Product Management and R&D to translate customer feedback, field insights, and support trends into product improvements, new product requirements, and roadmap input
• Lead Scientific Support involvement in new product development and commercialization, including beta testing programs, workflow validation, early adopter support, and launch readiness
• Collaborate with Quality and Operations teams on complaint investigations and documentation.
• Oversee the creation and maintenance of technical documentation including troubleshooting guides, application notes, protocols, FAQs, and training materials
• Partner with Commercial Operations to analyze support trends, product performance, and customer adoption patterns to inform business strategy
• Support customer visits, scientific presentations, workshops, conferences, and key opinion leader engagements as needed

Requirements

• Strong scientific foundation with the ability to communicate complex technical concepts clearly
• Proven experience managing technical or applications-focused teams
• Demonstrated troubleshooting expertise in molecular biology workflows
• Strong cross-functional collaboration skills across Commercial, Product, R&D, and Marketing teams
• Customer-focused mindset with strong problem-solving abilities
• Willingness to travel (up to 25%) to support customers and conference activities
• Master’s degree in Molecular Biology, Biochemistry, Genetics, or related field
• 12+ years technical support with 4+ years management experience

Benefits

• Flexible Time Off
• Holidays
• employer covers 75% of base medical plan with buy-up options
• EAP (employee assistance program)
• employer paid dental with a buy-up option
• employer paid vision
• employer paid $25,000 life/AD&D policy
• paid parental leave
• 401(k) retirement plan with a 4% match