We are seeking an experienced Associate Director, Scientific Support to lead and scale our Scientific Support organization. This role is responsible for delivering excellent customer technical support while driving operational excellence, cross-functional collaboration, and scientific enablement across Watchmaker’s enzyme and NGS product portfolio.
Requirements
- 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
- 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
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
