Service Leader

Purpose of Role

The purpose of this role is to build and manage the global service organization for Ori Biotech. This includes building systems and processes, and the human resource capability to service and maintain our deployed systems at customer sites. The scope of responsibility of the servicing team will include system installs, regularly scheduled services, as well as managing and troubleshooting incoming unplanned service tickets.

Remit is initially US focused at startup, but will ultimately grow to a global install bases covering US and Europe

Key Responsibilities

• Main accountability is to maintain the Ori instrument fleet uptime, via both response to unplanned service inquiries, and planned maintenance and calibration
• Build the Ori service infrastructure, as minimal structure exists today
  o Includes systems and processes for both planned and unplanned service
  o Recruit, hire and train the initial staff
• Build the regular planned service offering, including scope of services, frequencies, cost and pricing structure
• Manage the incoming unplanned service ticketing process, building a robust electronic feedback system that intakes and manages service tickets internally at Ori, and provides a feedback to customers on status
• Ensure that staff are technically trained on all aspects of the instrument, including hardware, software and consumables
• Stay up to date with any engineering or software changes that may come along during the product lifecycle. Service team may be called upon to implement hardware/software changes on instrument fleet as needed
• Maintain visibility of the connected Iro operating fleet

Experience

• 10 years minimum experience in servicing of equipment/instrumentation, ideally in Life Sciences field in a laboratory or GMP manufacturing environment
• Management experience
• Proven knowledge of mechanical systems that are driven via proprietary software applications in a laboratory or industrial environment
• Experience in managing a servicing team, including deployment of resources across a wide geography to serve a diverse install base
• Experience in customer facing situations, and in developing a servicing function that is revenue generating for the company

Skills

• Excellent oral and written communication skills
• Ability to work quickly and accurately with a strong focus on attention to detail
• Ability to be agile and work in a start-up environment
• Takes initiative when required but keeps others informed of decisions.
• Capable of designing experiments with appropriate controls
• Excellent organisational skills and project management skills
• High degree of accuracy and attention to detail.
• Keeps up to date with professional knowledge, expertise and best practice.
• Proven ability to engage constructively with colleagues at all levels across different departments to deliver objectives.
• Passionate about wanting to make a difference in patient outcomes