At a Glance
- Tasks: Support global Technical Services using Salesforce for case management and operational improvements.
- Company: Join Oxford Nanopore Technologies, a leader in innovative biology exploration.
- Benefits: Enjoy a hybrid work environment with opportunities for professional growth.
- Other info: Collaborate across teams in a fast-growing, tech-driven organisation.
- Why this job: Make a real impact in transforming how the world analyses biology.
- Qualifications: 1-3 years in Technical Services with hands-on Salesforce experience.
The predicted salary is between 35000 - 45000 £ per year.
Oxford Nanopore Technologies is transforming the way the world explores biology. Our sequencing technology provides real‑time, scalable insights — from portable devices to population‑scale platforms. Our mission is to enable the analysis of any living thing, by anyone, anywhere.
We are seeking a Technical Services Operations Specialist to support the operational delivery, optimisation, and continuous improvement of our global Technical Services function, with a strong focus on Salesforce Service Cloud. This role is ideal for someone with hands‑on experience using Salesforce to support technical or customer‑facing teams, who enjoys working with cases, escalations, work orders, and reporting, and wants to play a key role in improving how global service teams operate at scale.
About the Role
This is a Salesforce‑centric operational role, supporting how our global Technical Services teams manage technical cases, escalations, work orders, and service performance. You will work closely with Technical Services, Customer Care, Sales, Product, and Systems teams to ensure Salesforce is being used effectively to support issue resolution, operational visibility, and continuous improvement. The role combines day‑to‑day operational support with longer‑term process optimisation and reporting.
Key Responsibilities
- Partner with regional Technical Services teams to support day‑to‑day Salesforce usage, including case management, escalations, and work orders.
- Own and optimise Salesforce case management workflows, ensuring effective triage, prioritisation, escalation, and resolution.
- Support and oversee escalation processes, helping ensure issues are handled efficiently with clear root‑cause analysis.
- Maintain and improve Salesforce reporting and dashboards to provide visibility into service performance, workload, trends, and capacity.
- Monitor service metrics such as case volume, resolution times, and SLA performance, producing insights to support planning and decision‑making.
- Identify operational inefficiencies and work with stakeholders to embed scalable Salesforce‑based improvements.
- Support work order management and post‑sales technical workflows within Salesforce.
- Maintain and evolve service documentation, SOPs, and knowledge articles aligned to Salesforce processes.
- Coordinate operational readiness for system changes, releases, and process updates.
- Contribute to continuous improvement initiatives across Technical Services operations and tooling.
What We’re Looking For – Essential
- 1–3 years’ experience in Technical Services, Service Operations, Customer Support Operations, or Business Systems.
- Hands‑on experience using Salesforce, ideally Salesforce Service Cloud.
- Practical experience with: Case management, Escalations, Work orders, Reports and dashboards.
- Experience supporting technical, field service, or customer support teams.
- Understanding of incident management, root‑cause analysis, and service workflows.
- Strong organisational skills and attention to detail.
- Ability to manage multiple priorities and collaborate across teams.
- Clear, confident written and verbal communication skills.
Nice to Have
- Experience with field service management tools or post‑sales technical environments.
- Experience using JIRA for ticket management, defect tracking, or reporting.
- Exposure to SLA tracking, service analytics, or operational reporting.
- Experience supporting global or matrixed teams.
- Interest in AI‑enabled service tools (e.g. Salesforce Einstein, automation, knowledge recommendation engines).
- Background in life sciences, biotech, diagnostics, or medical devices.
Growth Opportunities
- Global Technical Services transformation and scaling initiatives.
- Salesforce‑driven post‑sales support and service optimisation.
- Cross‑functional collaboration with Technical Services, Sales, Customer Care, Quality, IT, and Product teams.
- Continuous improvement and operational project delivery in a fast‑growing, technology‑led organisation.
About Us
Oxford Nanopore Technologies: Our goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation of nanopore‑based sensing technology for faster, information rich, accessible and affordable molecular analysis. The first application is DNA/RNA sequencing, and the technology is in development for the analysis of other types of molecules including proteins. The technology is used to understand and characterise the biology of humans and diseases such as cancer, plants, animals, bacteria, viruses, and whole environments. With a thriving culture of ambition and strong innovation goals, Oxford Nanopore is a UK headquartered company with global operations and customers in more than 125 countries.
Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.
Commercial Operations Specialist - Technical Services employer: Oxford Nanopore Technologies
Oxford Nanopore Technologies is an exceptional employer, offering a dynamic work environment in the heart of Oxford with a hybrid working model that promotes flexibility and work-life balance. Employees benefit from a culture of innovation and collaboration, with ample opportunities for professional growth through cross-functional projects and continuous improvement initiatives. Join us to be part of a mission-driven team that is transforming biology and making a meaningful impact on global health and research.
Contact Details:
Oxford Nanopore Technologies Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Commercial Operations Specialist - Technical Services
✨Tip Number 1
Network like a pro! Reach out to current employees at Oxford Nanopore on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the role. Personal connections can make a huge difference!
✨Tip Number 2
Prepare for the interview by diving deep into Salesforce Service Cloud. Brush up on your case management and reporting skills, and be ready to discuss how you’ve used these tools in past roles. Show us you know your stuff!
✨Tip Number 3
Don’t just wait for job openings to pop up! Keep an eye on our website and apply as soon as you see a role that fits. The sooner you get your application in, the better your chances of standing out!
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. Mention something specific from your conversation to remind them of your enthusiasm and fit for the Technical Services Operations Specialist role.
We think you need these skills to ace Commercial Operations Specialist - Technical Services
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with Salesforce and technical services. We want to see how your skills align with the role, so don’t hold back on showcasing relevant projects!
Showcase Your Communication Skills:Since clear communication is key in this role, use your application to demonstrate your written skills. Keep it concise, professional, and engaging – we love a good story that shows how you’ve tackled challenges in the past.
Highlight Your Problem-Solving Abilities:We’re looking for someone who can identify inefficiencies and suggest improvements. Use examples from your previous roles where you’ve successfully resolved issues or optimised processes, especially using Salesforce.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Oxford Nanopore Technologies
✨Know Your Salesforce Inside Out
Since this role heavily revolves around Salesforce Service Cloud, make sure you brush up on your Salesforce knowledge. Familiarise yourself with case management, escalations, and reporting features. Be ready to discuss how you've used Salesforce in past roles and any specific challenges you've overcome.
✨Showcase Your Problem-Solving Skills
The job requires a strong focus on operational efficiency and root-cause analysis. Prepare examples of how you've identified inefficiencies in previous roles and the steps you took to resolve them. This will demonstrate your proactive approach and ability to improve processes.
✨Communicate Clearly and Confidently
As you'll be collaborating with various teams, clear communication is key. Practice articulating your thoughts on technical issues and solutions. Use the STAR method (Situation, Task, Action, Result) to structure your responses during the interview, ensuring you convey your points effectively.
✨Research Oxford Nanopore Technologies
Understanding the company's mission and technology will give you an edge. Familiarise yourself with their products and recent developments in the field of molecular analysis. This knowledge will not only help you answer questions but also show your genuine interest in the role and the company.
