Associate Director, Scientific Support

Watchmaker GenomicsGenomics, Molecular Biology

Remote (Boulder, CO preferred)Full-TimeDirector

Salary150000 - 170000 USD per year

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Job Details

Experience: 12+ years relevant experience with 4+ years management experience

Requirements

Strong scientific foundation with the ability to communicate complex technical concepts clearly
Proven experience managing technical or applications-focused teams
Demonstrated troubleshooting expertise in molecular biology workflows
Strong cross-functional collaboration skills across Commercial, Product, R&D, and Marketing teams
Customer-focused mindset with strong problem-solving abilities
Willingness to travel (up to 25%) to support customers and conference activities
Master’s degree in Molecular Biology, Biochemistry, Genetics, or related field
12+ years technical support experience
4+ years management experience

Responsibilities

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
Define and track key performance indicators (KPIs) and metrics to measure support effectiveness, customer satisfaction, response times, and resolution outcomes
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
Support customer visits, scientific presentations, workshops, conferences, and key opinion leader engagements as needed

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