Job Details
Level: Experienced
Job Location: Remote-US-CA - N/A, CA 00000
Salary Range: $130,000.00 - $150,000.00 Salary/year
HighRes Biosolutions is seeking a West Coast Support Manager to join our growing Support organization. Reporting to the VP of Support and Professional Services, this role will lead a team of Automation Support Engineers and Field Service Engineers dedicated to delivering exceptional post-sales technical support for our customers. The Support Manager will ensure SLA compliance, drive customer satisfaction, and oversee technical escalations while intentionally shaping a culture that empowers people, puts customers first, embraces continuous learning and feedback, and prioritizes what truly drives impact.
This position requires strong leadership skills, a deep understanding of complex hardware and software ecosystems, and the ability to manage a geographically distributed team. The ideal candidate thrives at the intersection of technology, service, and customer success and is passionate about helping life science organizations maximize uptime and achieve their research objectives.
Responsibilities
Lead and manage a team of Automation Support Engineers (ASEs) and Field Service Engineers (FSEs), providing coaching, mentorship, and performance management.
Ensure SLA compliance and drive improvements in customer satisfaction (CSAT) through effective team management and process optimization.
Oversee post-sales technical service and support activities, ensuring timely and high-quality service delivery.
Manage technical escalations, coordinating with internal hardware/software engineering teams and manufacturing to resolve complex issues.
Collaborate with other regional support leads in the US East Coast and Europe to share best practices and align on global support strategies.
Collaborate with cross-functional teams to provide root cause analysis, ensuring quality, compliance and safety standards are met.
Develop and implement processes that enhance efficiency, consistency, and customer experience.
Monitor team performance metrics and prepare regular reports on SLA adherence, CSAT scores, and operational KPIs.
Foster a culture of accountability, continuous improvement, and customer-centricity and innovation within the team.
Recruit and build a strong support team of ASEs and FSEs including effective onboarding, and training.
Qualifications
Bachelor’s degree in Engineering, Life Sciences, or a related technical field.
8+ years of experience in Service and Support, with at least 3 years in a leadership or management role.
Strong background in hardware and software troubleshooting, ideally within laboratory automation or similar technical environments.
Proven ability to manage geographically distributed teams and deliver measurable outcomes.
Familiarity with SLA frameworks and customer satisfaction metrics.
Exceptional communication, organizational, and problem-solving skills.
Ability to travel up to 30% to customer sites and HighRes headquarters.
About HighRes
We design and build innovative robotic systems and laboratory devices used by pharmaceutical and biotech companies and academic research laboratories. Our work helps scientists accelerate drug discovery, high throughput genotyping, siRNA screening, next-generation sequencing sample prep, biorepository science and molecular diagnostics with highly flexible, expandable, and modular integrated systems, bench-top devices and consumables that are easily configured (and reconfigured) to create research environments conducive to achieving breakthrough results.
