Customer Support Manager - Scientific Applications

Responsibilities: In the role of Customer Support Manager you will be a key member of the Customer Support organization with the primary responsibility of managing the customer support scientists in an effort to provide the highest quality service and support to our clients' customers! Essential Duties: Develop, mentor, and lead a worldwide group of Customer Support Scientists that provide support, and application assistance, to a customer base of prestigious scientific researchers who utilize MALDI-TOF mass spectrometry based DNA analysis instrument. Design, develop, and deliver application training courses and advisory services for customers. Ensure the scientists are capable of troubleshooting problems with assays, instrumentation and software. Collaborate with Marketing and Sales Departments to facilitate product placement and revenue generating applications. Develop troubleshooting processes, documentation, and scientific methodology to diagnose and correct system performance issues working closely with technical engineering staff, and research & development department. Ensure adequate global staffing exists to meet the business needs (i.e. phone and field required activities). Provide the highest quality response to customer inquiries/complaints, oversees customer site evaluations, upgrades of hardware and/or software, training, product installations, preventive maintenance, and ongoing service and support at the customer facility and via telephone. Continuously identify and implement process and system improvements. Overall, be responsible for the maintenance of customer contact records, technical files, and adherence to procedures and protocols. Consider budget constraints in all aspects of support activities and prepare budgetary analyses of parts, travel and labor to the Director of Customer Support upon request. Assist in the development of appropriate training material, SOPs, and documentation as needed.If you are not a local candidate but are relocating, please inform me of your arrangements (i.e., date and city/state you are relocating to).Kforce (NASDAQ: KFRC) is a full-service specialty staffing firm providing flexible and permanent staffing solutions for organizations and career management for individuals in the specialty skill areas of information technology, finance & accounting, human resources, engineering, pharmaceutical, health care and scientific. Backed by more than 1,500 recruiting specialists, Kforce operates in more than 40 markets in North America. For more information, please visit our web site at