At a Glance
- Tasks: Lead and develop a team to resolve complex product issues in sequencing technology.
- Company: Innovative sequencing technology company making genomic analysis accessible worldwide.
- Benefits: Competitive salary, bonus package, and opportunities for professional growth.
- Other info: Dynamic role with regional travel and excellent career advancement opportunities.
- Why this job: Make a real impact in biotech while leading a passionate team.
- Qualifications: Advanced degree in life sciences and experience in technical support or customer-facing roles.
The predicted salary is between 63000 - 77000 £ per year.
Regional Technical Support Manager – NGS
Location: Europe (up to 30% regional travel)
Our client is an innovative sequencing technology company building tools that make genomic and molecular analysis faster, more accessible, and more affordable for researchers worldwide. Their platforms are used across human health, oncology, agriculture, animal science, microbiology, and environmental research.
They're looking for an experienced people leader to head up technical support across Europe, overseeing a team that resolves complex product issues, trains front-line support staff, and acts as the voice of the customer back into the business.
What you'll be doing:
- Lead, coach, and develop a team of technical/application support specialists — covering hiring, resourcing, and day-to-day performance management.
- Own the resolution of escalated product issues spanning the full sequencing workflow (sample/library prep, instrumentation, software, and bioinformatics), setting the standard for triage, risk assessment, and documentation.
- Partner with regional support leadership and Product Management to shape how escalations are prioritized and resolved, with an eye on minimizing customer downtime and hitting commercial goals.
- Keep case data clean and well-documented in the CRM, and coach the team on the quality of their case handling.
- Mine support data for patterns — recurring failures, workflow pain points, quality trends — and turn that into clear recommendations for Product and R&D.
- Flag issues with real commercial stakes (revenue, market access) early, working with Sales to make sure the right people are paying attention.
- Channel customer feedback and feature requests into product planning conversations, representing the field perspective.
- Act as the connective tissue between global technical experts and the regional team — translating deep product knowledge into training, guidance, and documentation the front line can actually use.
- Get the regional team ready for new product launches: training, playbooks, and readiness materials, delivered on time.
What we're looking for:
- An advanced degree (MSc/PhD or equivalent experience) in a life sciences or molecular biology discipline.
- Solid commercial experience in biotech, genomics, or a related industry, ideally with a background in field/technical support or another customer-facing function.
- Real depth in next-generation sequencing — comfortable across the workflow from library prep through to sequencing and downstream data analysis.
- Experience managing or leading a team, including performance management and coaching (direct reports or matrixed).
- A track record of handling escalations and complaints, doing risk assessment, and working cross-functionally with Product, R&D, and Quality.
- Comfort with CRM and reporting/analytics tools.
- Strong relationship-building skills across technical and commercial stakeholders.
A competitive salary and bonus package is on offer for the right candidate. If this sounds like your kind of challenge, we'd love to hear from you.
Product Support Manager in Oxford employer: Invenia
Join a pioneering sequencing technology company that is dedicated to making genomic and molecular analysis more accessible and affordable for researchers across Europe. With a strong emphasis on employee development, you will lead a dynamic team in a collaborative work culture that values innovation and customer feedback. Enjoy competitive compensation, opportunities for professional growth, and the chance to make a meaningful impact in various fields including human health and environmental research.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Manager in Oxford
✨Get Involved in Local Research Communities
Tap into local biotechnology meetups and research forums. These are great places to mingle with industry professionals, share your passion, and even discover unadvertised job openings. It's all about getting your face known in the field!
✨Leverage University Alumni Networks
If you're a recent grad, don’t underestimate the power of your university’s alumni network! Reach out to alumni working in biotechnology to gather tips about job openings at companies like Invenia. You'd be surprised how willing people are to help out a fellow grad!
✨Show Off Your Projects
Curate a portfolio showcasing any research projects or internships you've completed in biotechnology. This tangible evidence of your skills can really impress employers when you chat with them at networking events or interviews. It's about making that killer first impression!
✨Stay Up-to-Date with Industry Trends
Biotech is a fast-paced field, so keeping yourself updated with the latest advancements is crucial. Attend industry conferences, webinars, or workshops to broaden your knowledge and meet potential employers. Plus, it’ll give you fantastic talking points for your interviews at places like Invenia!
We think you need these skills to ace Product Support Manager in Oxford
Some tips for your application 🫡
Show Off Your Lab Skills:In the biotechnology field, it's super important to highlight your lab experience in your CV. Be sure to mention specific techniques or instruments you've mastered (think PCR, gel electrophoresis, etc.) and any relevant projects you've worked on. This will show Invenia that you have the hands-on skills they need.
Tailor Your Technical Skills:Make sure to emphasise your technical skills, especially those relevant to the biotechnology sector. Include any software tools or programming languages you've used, like R or Python for data analysis, which could be key for this role at Invenia.
Craft a Compelling Cover Letter:Since this is a full-time role, your cover letter should reflect not only your passion for biotechnology but also your long-term career ambitions. Share why you're excited about the work that Invenia does and how you envision contributing to their goals. This shows that you’re not just looking for any job, but you're genuinely invested in this opportunity.
Include Your Papers and Projects:If you've published any papers or contributed to significant projects, mention them! These documents can boost your application and provide tangible evidence of your expertise in the biotechnology field. Don’t forget to link to any relevant publications or project summaries—this can set you apart from other candidates.
How to prepare for a job interview at Invenia
✨Brush Up on Lab Techniques
Since you're eyeing a full-time gig in biotechnology, make sure you're well-versed in the lab techniques relevant to the role. Be ready to talk about PCR, CRISPR, or any specific methods mentioned in the job description at Invenia. You might even be asked to demonstrate your understanding of these processes.
✨Know Your Bioinformatics Tools
Get comfortable with bioinformatics tools that are commonly used in the industry, like BLAST or Bioconductor. These are key in biotechnology, and having hands-on experience or at least familiarity can set you apart. Prepare to discuss any relevant projects you've worked on, especially if they involved data analysis or genomic research.
✨Show Your Teamwork Skills
Biotech often involves collaboration across multiple disciplines. Be ready to share stories that highlight your teamwork and communication skills, especially in research projects. Think about working with different teams at university or any internships – this is where you can show how well you fit into Invenia's culture.
✨Research Recent Biotech Innovations
Stay updated on the latest trends and breakthroughs in biotechnology. Knowing what's happening in the field can help you engage in more meaningful discussions during your interview. Bring up recent articles or advancements that excite you, especially those related to the work being done at Invenia. This shows your passion for the industry!
