Field Service Manager - APAC

About the role:

As a Field Service manager, you will fulfil the role of Manager, Instrument Services and will be responsible for the Field Service functions and the Field Service Engineers in support of the field based 10x Instrument Services Organization across the APAC region. This is an Instrument Services Leadership position within the Global Support Team and has principal duties for field service execution and performance. This role is under the mentorship of the Director, Service and Support and will have overall responsibility for the development of processes, procedures and work instructions related to field service.

What you will be doing: 

• Recruit, hire, manage and mentor new Field Service Engineers


• Manage assigned territory to established KMIs, budget and customer satisfaction targets


• Direct the daily work activities of the Instrument Services Organization Field Service Engineers


• Ensure timely, accurate, compliant, and cost-effective completion of service activities


• Perform duties related to scheduling and overall field engineer resource allocation


• Serve as an escalation point to the field service team for process and customer issues


• Execute against pre-defined financial and deployment priorities


• Ensure a repeatable process methodology is followed through all phases of field service activities


• Insure and audit reporting requirements are being adequately met and adhered to by the field service team


• Promote customer satisfaction through the proactive resolution of known service issues and through internal service issue escalation


• Assign and evaluate goals and achievements


• Create a culture of continuous improvement with the field service team and processes

Minimum Requirements:

• BS Degree in Engineering, Information Systems, Biomedical Engineering (or equivalent) or multi-year experience of direct Field Service Management


• Clear vision of and commitment to providing outstanding customer experience


• Experience in the biotech instrumentation or similar high technology space


• Proven ability to coach and mentor for performance

• Demonstrable ability to lead and manage multiple priorities

• Familiarity with SFDC, Service Management Tools, ISO13485 and/or ISO 9001 


• Willingness to travel up to 90% of total time

Preferred Qualifications:

• Microscopy, sorting cytometry, NGS sequencing, and liquid handling instrumentation experience

• Ability to work independently and as part of a matrix team towards corporate goals


• Excellent organizational, analytical, and interpersonal skills

• Biology, Biomedical, Mechanical or Electrical Engineering degree


• Liquid handling instrumentation experience


• Experience with FDA regulated or ISO 13485 environments

#LI-DM1

About 10x Genomics

At 10x Genomics, accelerating our understanding of biology is more than a mission for us. It is a commitment. This is the century of biology, and the breakthroughs we make now have the potential to change the world.

We enable scientists to advance their research, allowing them to address scientific questions they did not even know they could ask. Our tools have enabled fundamental discoveries across biology including cancer, immunology, and neuroscience.

Our teams are empowered and encouraged to follow their passions, pursue new ideas, and perform at their best in an inclusive and dynamic environment. We know that behind every scientific breakthrough, there is a deep infrastructure of talented people driving the life sciences industry and making it possible for scientists and clinicians to make new strides. We are dedicated to finding the very best person for every aspect of our work because the innovations and discoveries that we enable together will lead to better technologies, better treatments, and a better future. Find out how you can make a 10x difference. 

Individuals seeking employment at 10x Genomics are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation, or any other characteristic protected by applicable law.

10x does not accept unsolicited applicants submitted by third-party recruiters or agencies. Any resume or application submitted to 10x without a vendor agreement in place will be considered unsolicited and property of 10x, and 10x will not pay a placement fee.