Associate Director, Support at Nautilus Biotechnology

San Carlos, Ñuble, Chile

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$164,000 – $221,000Compensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Biotechnology, Proteomics, Life SciencesIndustries

Requirements

Bachelor’s or Master’s in Biological Sciences, Biomedical Engineering, or related field; MBA preferred
5–7 years of management experience in product support or operations in life sciences/diagnostics, including experience leading multiple teams or subordinate managers
Experience with complex biotech or diagnostic instrumentation/software required
Knowledge of ISO 13485, FDA QSR, and GxP necessary
Strong cross-functional communication and customer focus
Willingness to travel up to 30%
Prior experience with optics, fluidics, mechanics, or computing is highly desirable

Responsibilities

Support the formulation and implementation of a global product support strategy, working in partnership with senior leaders
Lead technical support, field service, and customer experience teams, ensuring alignment with departmental goals
Collaborate with R&D, Quality, Regulatory, and Commercial departments to enhance customer satisfaction and drive product performance improvements
Define and monitor key performance indicators (KPIs) and metrics to assess service quality, response times, and resolution effectiveness
Direct technical support teams in managing customer inquiries, troubleshooting, and issue escalation processes
Ensure the development and maintenance of thorough documentation and knowledge bases for both internal stakeholders and customers
Establish clear escalation protocols for critical or high-impact incidents
Oversee field service operations, including installation, maintenance, and repair of instruments or automation systems
Promote ongoing improvements in first-time fix rates, system uptime, and preventive maintenance initiatives
Collaborate with Product Management and R&D to integrate customer feedback into product design and enhancement efforts
Supervise post-market surveillance activities, manage complaint handling, and facilitate root cause analyses
Prepare service teams for new product launches through training, documentation, and spare parts planning
Recruit, mentor, and develop high-performing support and service personnel
Cultivate a culture of accountability, innovation, and strong customer advocacy within the team
Manage departmental budgets for staffing, inventory, and logistics
Contribute to the development and implementation of service revenue models, such as contracts, extended warranties, and training programs

Skills

Key technologies and capabilities for this role

OpticsFluidicsMechanicsComputingTechnical SupportField ServiceCustomer ExperienceSystems IntegrationEngineeringSoftwareLeadershipKPIs

Questions & Answers

Common questions about this position

What is the salary range for the Associate Director, Support position?

The salary range is $164K - $221K.

Is this role remote or onsite, and where is it located?

This is an onsite full-time role based in San Carlos, CA.

What technical experience is desirable for this role?

Prior experience with optics, fluidics, mechanics, or computing is highly desirable.

What is the company culture like at Nautilus Biotechnology?

Nautilus pursues deep, hard science with an entrepreneurial mindset, creating a world-class team of builders, innovators, and dreamers across disciplines.

What makes a strong candidate for the Associate Director, Support role?

A strong candidate has leadership experience in technical support and field service, with prior expertise in optics, fluidics, mechanics, or computing, and the ability to collaborate across R&D, Engineering, and Commercial teams.

Nautilus Biotechnology

Proteomics platform for drug development insights

About Nautilus Biotechnology

Nautilus Biotechnology focuses on the study of proteins, known as proteomics, to enhance drug development. The company has created a platform that helps researchers gain detailed insights into how drug targets function in relation to health and disease. This platform allows users to identify and prioritize drug targets that are more likely to succeed in clinical trials, which helps to streamline the drug discovery process and lower costs compared to traditional methods. Nautilus Biotechnology primarily serves pharmaceutical companies, research institutions, and biotech firms, providing them with tools to improve their research and clinical outcomes. The company's goal is to unlock the potential of the proteome to drive advancements in biology and medicine, ultimately benefiting global health.

San Carlos, CaliforniaHeadquarters

2016Year Founded

$294.9MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

51-200Employees

Risks

Potential delays in platform launch could impact revenue and investor confidence.

Reliance on SkyWater for bio chip production introduces supply chain dependencies.

Economic downturn affecting SPAC companies may lead to stock price volatility.

Differentiation

Nautilus Biotechnology integrates diverse expertise to revolutionize proteomics and drug development.

Their platform offers deep insights into drug targets, enhancing clinical success rates.

Nautilus collaborates with semiconductor firms to advance precision medicine through enhanced protein analysis.

Upsides

The trend of personalized medicine boosts demand for Nautilus' advanced proteomics platform.

Recent mass spectrometry advancements improve Nautilus' proteomic analysis sensitivity and accuracy.

AI integration in proteomics enhances Nautilus' data analysis and interpretation capabilities.

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