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We are seeking a Senior Manager for our Bioprocess service department. The successful candidate will be responsible for leading a team dedicated to providing technical support, bioprocess guidance, and field services to our clients in the bioprocessing industry. This department includes 2 managers leading Application Scientists and Field Service teams. This role requires strong leadership capabilities, expertise in upstream processes, as well as a customer-centric mindset to ensure the successful implementation and support of our products and services.

Key Responsibilities

• Lead a global team of Field Engineers (executing SAT, IQ/OQ and equipment maintenance) and Application Specialists (supporting customers process development, building protocols and executing training)
• Provide guidance, support, and mentorship to ensure the highest level of performance and customer satisfaction. Build team know-how and capability. Monitor with key performance indicators (KPIs).
• Serve as a technical escalation point for complex customer inquiries and issues, ensuring that the service teams work closely with their internal stakeholders (sales team, engineering, and development teams) to troubleshoot and resolve technical challenges in a timely and effective manner.
• Continuously develop and implement strategies and corresponding processes to optimize the delivery of technical support, application guidance, and field service support to meet the needs of our clients in the bioprocessing industry.
• Ensure that the service teams collaborate closely with the sales team in converting prospect clients by acting as first point of contact for technical questions and advice.
• Collaborate with engineering and product management teams to align new products with customers’ needs and to identify opportunities for product and service enhancements based on customer feedback and market trends.
• Manage service operations, ensuring efficient scheduling, resource allocation, and on-site support to deliver high-quality and timely service.
• Establish and maintain strong relationships with key customers, acting as a trusted advisor and strategic partner to understand their unique needs and provide tailored solutions.
• Participate to conferences and act as KOL / ambassador for Univercells Technologies solutions.
• Drive continuous improvement initiatives to enhance team performance, efficiency, and effectiveness in delivering exceptional customer service and support.
• Provide regular performance feedback, coaching, and training to team members to foster professional growth and development.

Qualifications

Education

• Master, PhD. or Engineering degree. Most preferred degrees are Bioengineer, Biotechnology, Bioprocessing or any alternative Scientific Master / Engineering degree with relevant experience.

Experience

• 10+ years of experience in Biotechnology / Bioprocessing industry preferably Cell & Gene Therapy, ATMPs and Viral Vaccines segments including several years of technical teams leadership.
• 2+ years of experience managing people managers
• Global leadership experience is a plus
• Experience at both supplier and customer side in biotech is a plus, 

Knowledge

• Strong knowledge of upstream biological processes, GMP and single use bioreactors technology knowledge.
• Downstream knowledge is a plus. 
• Experience with CMMS and CRM software is a plus

Personality

• Curiosity and passion for the biotech industry and willing to act as a biotech ambassador for Univercells Technologies
• Assertiveness, ability to clearly articulate and defend propositions in order to convince and influence
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and build relationship with customers
• Flexibility to travel on regular basis.

Language

• Excellent level of written and spoken English
• Knowledge of French is a plus