Manager, Field Application and Technical Services
Basel
Commercial – Sales /
Regular, Full-Time /
Hybrid
Gator Bio is a biotech company located in Palo Alto, CA. We are creating innovative technologies to solve
difficult problems facing today’s healthcare industries. We develop, manufacture and market
instruments, biosensors, reagents, and consumables for in-vitro diagnostics and biotherapeutic
development. Our mission is to simplify and accelerate biological analysis for biotherapeutic research and
development.
Gator Bio’s current product portfolio includes biolayer interferometry (BLI) systems using optic fiber
biosensors. The Manager, Field Application & Technical Services is responsible for leading a team of
Field Application Scientist and Service Engineers to ensure exceptional customer support, successful
solution implementation, and sustained product performance in the field. This role bridges technical
execution with customer success, driving satisfaction, adoption, and value realization from pre-sales
through post-deployment support.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Team Leadership & Development:
- Manage and mentor a team of Field Application Scientist (FAS) and Service Engineers.
- Set performance goals, conduct evaluations, and support professional development.
- Customer Engagement & Success:
- Serve as the technical point of contact for key customers throughout the lifecycle.
- Support onboarding, deployment, and ongoing use of solutions to ensure customer success.
- Monitor and improve customer satisfaction metrics.
- Field Application Support:
- Collaborate with Sales and Product teams to provide pre-sales technical support.
- Guide customers through product demonstrations, trials, and integrations.
- Customize solutions based on customer requirements and feedback.
- Service Engineering:
- Oversee the scheduling and execution of field service activities, including installations, maintenance, and troubleshooting.
- Ensure compliance with service-level agreements (SLAs) and timely resolution of technical issues.
- Process & Continuous Improvement:
- Identify and implement process improvements across support, deployment, and service operations.
- Develop and maintain documentation, training materials, and knowledge bases.
- Cross-Functional Collaboration:
- Work closely with Product, Engineering, QA, and Sales teams to relay customer feedback and contribute to product improvements.
- Participate in root cause analysis and continuous improvement initiatives.
- Performing BLI analysis of customer samples involving specificity, kinetics, and affinity of biomolecular interactions.
- Developing and transferring expert knowledge through training and support of relevant hardware and software while staying current with new assay development.
- Proactively addressing and supporting customer service initiatives and sales goal objectives.
- Contributing to the development of application notes and teaching manuals.
- Writing technical documents that highlight new and innovative applications resulting in using
- Gator Bio’s BLI Next Generation systems and label-free solutions.
- Staying informed of new areas of technology through research, publications, and patents while
- partnering with collaborators and industry KOL’s.
- Reporting on competitor’s products and feedback information to the Sales and Product Management teams.
- Manage, perform, and document all on-site installations, repairs, calibrations, preventative
- maintenance, inspections, and test tasks in a timely and detailed manner for BLI instrumentation.
- Adjusting coordinates and spectrometer parameters, replacing parts, etc.
- Diagnosing alarms, errors, or technical/mechanical problems and implementing proper solutions.
- Performing and documenting system validation (IQ/OQ/PQ) for repaired and incoming stock.
- Triaging, scheduling, and providing customer support by telephone, email, or customer visits.
- Cooperating and communicating effectively with customers, project teams, engineering team, sales team, and others.
- Reporting and contributing DFS recommendations for products in development.
- Documenting tasks performed at customer sites using SFDC.
- Logging all customer visits and generating new service-related documents .
- Reporting quality issues to QT9 and accomplishing tasks in QT9 in a timely manner .
- Representing Gator Bio in a professional manner to continue and help build positive customer relationships .
- Producing timely and accurate expense
QUALIFICATIONS
- PhD or experienced preferred, MS level required with 5 years’ experience with label free technology, such as, Bio-Layer Interferometry (BLI), Surface Plasmon Resonance (SPR) or similar instrumentation.
- Experience with immunoassays development, such as ELISA, SPR, BLI or similar technology.
- Expertise in label-free technology Bio-Layer Interferometry or Surface Plasmon Resonance products preferred.
- Excellent interpersonal, verbal, and written communication skills to articulate effectively with customers and internal teams.
- Self-motivated, well-organized, ability to develop contacts and build rapport at all levels.
- Liquid Handler experience with Tecan, Hamilton, or Perkin Elmer a plus.
- Excellent communication and presentation skills required to a diverse level of internal and external clients.
- Ability to troubleshoot, test, repair and service technical and mechanical equipment .
- Ability to adapt to changes in work schedule and alter travel plans accordingly .
- Knowledge of IQ/OQ/PQ a plus.
- Spectroscopy instrumentation a plus (UV/VIS / Fluorescence / IR/FTIR / Raman).
- Excellent interpersonal and verbal communications skills.
- Highly organized and able to work independently.
- Travel 50-75%.
POSITION REQUIREMENTS
- To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to lift, push, pull, carry, and/or move 50+ lbs.
- This role will require long periods of standing, walking, and sitting.
- The employee will be required to use their hands for computer work, phone calls, and pipetting.
- Must pass a health screening.
125,000 CHF - 140,000 CHF a year
