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Technical Support and Training Manager

in Chelmsford, MA

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Job Description Job Attributes+

  • Req. ID

    R6635-2

  • Organization

    Life Science

  • Job Category

    Customer Support

  • Job Type

    Full time

  • Job Location

    15 Elizabeth Drive
    Chelmsford, MA 01824
    US

Overview

Company Overview

Brooks Life Sciences (BLS) is a global leader in the life sciences space with headquarters in Chelmsford, MA, and offices and operations worldwide. We are a market leader in automated biosample management solutions and genomic services across areas such as drug development, clinical and advanced cell therapies for the industry's top pharmaceutical, biotech, academic and healthcare institutions globally.   We provide unparalleled capabilities with our lab analysis, sample management and storage services, informatics software, and consumables, with the largest installed base managing over 1 billion samples globally.

Brooks Life Sciences is part of Brooks Automation (Nasdaq: BRKS).

At Brooks, new ideas, new technologies and new ways of thinking are driving our purpose; to advance science and technology to enable a healthier and more connected world for everyone, everywhere. We believe each employee brings diverse perspectives, unique value and untapped potential that can be developed to mutually enrich the individual and the organization alike.

All we accomplish is grounded in our Core Values of Customer Focus, Achievement, Accountability, Teamwork, Employee Value, and Integrity.

Position Summary:

The Technical Support and Training Manager oversees the technical support of field engineers and techs and company customers who are diagnosing, troubleshooting, and/or repairing complex equipment, sophisticated systems (computer, software and/or applications).  They supervise those that respond to situations where standard procedures have not isolated or fixed problems in equipment, systems, and/or software.  They establish and maintain lines of communications with others on design, reliability and maintenance and ensures that personnel are current with latest updates.  This leader may be involved with installation/implementation activities and training programs while also being involved in selecting, developing, and evaluating personnel.

Key focus areas:

  • Develop and implement effective training and technical support strategies for all service-related employees and channel partners who provide aftermarket services.
  • Lead and direct a team to provide Global product support and training for all Life Science products
  • Develop and maintain regular training programs for internal and external parties.  Keep and maintain training records and skill matrix for all parties receiving training.
  • Monitor leading indicators (or key process indicators) of customer satisfaction
  • Develop and implement standard operating procedures, performance metrics, and feedback mechanisms for the support engineers
  • Develop and implement incident management procedures for high severity events
  • Ensure that our capabilities are aligned with customer demands including differences in product mix, region, languages and time zones
  • Lead efforts to ensure product and technical support, customer service, training and field service readiness while improving participation in the product development process. Develop and maintain training content/tools to support blended learning technologies.
  • Develop and manage operational budgets and business cases to support investment requests.
  • Achieving revenue targets for external training and support offerings
  • Responsible for driving the Customer Allegiance initiative

Candidate qualifications / education/ experience:

  • Bachelor’s or advanced degree with significant experience necessary to possess an in-depth understanding of the technologies and functions.
  • Minimum 4 years of experience, preferably in field service and leading a team of Field Service Engineers
  • Industry experience in life science, healthcare, medical device, or pharma related industry is a plus

Relevant additional requirements:

  • Experience in designing robotics, mechanisms for automation, and complex electro- Experience delivering technical support and training
  • Has worked in a service environment and has an excellent knowledge of customer service, field service, depot repair, and technical service
  • Strong customer focus and a passion for delivering excellent customer service
  • The ability to plan, coordinate, and prioritize multiple and simultaneous projects, issues, and activities
  • Familiarity with remote desktop applications and help desk software (eg. Zendesk, Service Lightning)
  • Ability to diagnose and troubleshoot basic technical issues
  • Ability to provide step-by-step technical help, both written and verbal
  • Excellent problem-solving and communication skills
  • Industry experience developing and implementing training and technical support programs, preferably with a global reach and within a product/field services business architecture
  • Ability to present and influence and an executive level, and ability to build positive relationships across multiple layers in the organization
  • Excellent interpersonal skills (both written & oral) required.
  • Proficient with MS Office Suite, eLearning systems.

We are building a high-performance organization with a collaborative team culture and passion for customer focus and are looking for exceptionally talented individuals with an appreciation for life sciences and a customer service mentality to join our team. If this sounds like you, we’d like to hear from you!  We offer an exceptional compensation and benefits package. 

EOE M/F/Disabled/VET

JOB LOCATION

15 Elizabeth Drive
Chelmsford, MA  01824

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    HEAR FROM OUR TEAM MEMBERS

    "I have been blessed with excellent managers at Brooks that have helped me develop professionally and personally. Every day here at Brooks I have an opportunity to make a difference. It is very rewarding working at a company that is committed to excellence for our customers and truly cares about its employees and the community."

    I’ve been working at GENEWIZ, a Brooks Life Sciences Company, for over 10 years across 4 different departments, and this has been a great place to grow my career and develop new skills. The environment is highly collaborative and team-oriented, with a strong focus on customer service. I would strongly recommend GENEWIZ to any prospective employee as an excellent place to work!

    "I am grateful to be a part of such a wonderful company that strives to make the world a better place. My main career goal was to positively contribute to the world around me and, by working at GENEWIZ, I have the chance to make a difference in the field of science and technology. GENEWIZ’s friendly environment and positive atmosphere has allowed me to grow as an individual, learn new things in the field of genomics, and to strive to always find ways to improve. I look forward to my continued growth at GENEWIZ and to contributing to positively making a difference in the world."

    "Working as an associate scientist in technical support for GENEWIZ, a Brooks Life Sciences Company, has provided me with an opportunity to apply my passion for science and helping others to the real world. I am humbled that my skillsets and expertise can play a part in helping research scientists around the world achieve the end goal of their experiments. GENEWIZ has provided me with opportunities to develop my skillsets in the fields of my own personal interests and allows me to practice them with experienced scientists. Every day is a new and exciting challenge and I am eager to see what the rest of my career with the Company has to offer."

    “Working at Brooks has been an amazing experience. I have great mentors and supervisors who provide consistent training, guidance, and support, and give me the opportunity to develop my talents in sales and knowledge in genomics. Overall, Brooks has made me a more well-rounded professional. I am given the opportunity to pursue exciting new projects and am exposed to the most cutting-edge life sciences technologies.”

    “Working at Brooks has empowered me to take on new roles and responsibilities which has allowed me to broaden my career and increase my confidence in my abilities. The technology I work on is novel and the prospect of follow on projects is exciting. I appreciate the team environment in which I work and feel I am a valued employee.”

    “Working at Brooks, I consider myself a technologist working mostly in Software. At Brooks, we work on the latest technologies including robotics, control, machine vision, and machine learning. Through our solutions we are bringing value to customers allowing them to solve their most complex issues. During my 10 years with Brooks, I’ve found hard work is rewarded while seeing how our bleeding edge technology captures market share while working with a fun and dedicated team.”

    “I like working at Brooks because they value their employees and how they work toward a common goal. I get to work both individually and with my team on a variety of challenging projects, which helps me grow both personally and professionally.”

    "Working at Brooks, you are surrounded by a great group of people. They are experienced, have positive energy, and are willing to pull together as a team to go the extra mile. Also, the work we do at Brooks is in a diverse and dynamic market where we are continually coming up with new solutions. The combination of this makes coming to work each day very enjoyable."

    “Working at Brooks has helped me to grow as an engineering leader and innovator. As a research and development engineer, I have the opportunity to work on improving existing technology as well as tackling the next generation of challenges. I can only accomplish these goals due to the exceptional community that has been built at Brooks. Every day I wake up and I am excited to get to work and be a part of that Brooks community.”

    “My one goal after graduating was to begin a career in a company that loved robots as much as I did. As a Mechanical Engineer in the rotational program at Brooks Automation, I look forward to facing new and interesting challenges every day that let me continue to expand my knowledge base. I not only get to work in a wide variety of robotics subfields, but also have the opportunity to work alongside top-tier engineers who are inspiring models for the type of engineer I would want to be like in the future.”

    “It has been fun to be a part of an organization which is growing and adding new products which are truly novel and support an unmet market need. It is a dynamic culture with a lot of opportunity to contribute and grow professionally.”

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    Brooks is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. Learn more

    EQUAL EMPLOYMENT OPPORTUNITY

    As an Equal Opportunity Employer, we do our utmost to ensure that there is no discrimination or bias against anyone applying for a job or in any phase of employment for reasons related to race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.

    We welcome and value diversity, to ensure that our work benefits from a broad range of viewpoints and perspectives. Our growing global reach gives us the opportunity to bring to our business an even richer diversity of experiences and capabilities. For assistance in the application process, please reach out to HR.Recruiting@brooks.com or call (978) 262-2400. Review EEO Law & EEO Statement Here.

    Brooks Automation participates in E-Verify®, and will provide the United States Federal Government with your form I-9 information to confirm you are authorized to work in the United States. For more information, please visit E-Verify® at www.dhs.gov/E-Verify. E-Verify® is a registered trademark of the U.S. Department of Homeland Security.