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Bio-Techne
2mo ago

Scientific Support Manager(m/w/x)

Düsseldorf
Full-timeOn-siteSenior

Description

As a Scientific Support Manager, you will lead a dynamic team across EMEA, ensuring exceptional customer experiences while driving operational excellence. Your role involves managing escalations, maintaining quality standards, and delivering impactful training sessions to enhance customer engagement.

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Requirements

  • •MSc or PhD in Life Sciences
  • •7+ years relevant lab/industry experience
  • •3+ years in a leadership role
  • •Fluency in German and English
  • •Strong knowledge of life science tools
  • •Strong coaching and mentoring experience
  • •Excellent communication skills
  • •Experience in customer-facing or technical support roles
  • •Passion for teaching and communicating science
  • •Demonstrated 'Customer First' mentality
  • •Ability to handle sensitive situations tactfully
  • •Proficiency with Microsoft Office and CRM
  • •Familiarity with ISO and cGMP guidelines
  • •Willingness to travel up to 20%

Education

Master's degree
OR
Doctoral / PhD

Work Experience

7 years

Tasks

  • •Lead and mentor the EMEA Scientific Support team
  • •Manage team performance through workload oversight and operational metrics
  • •Conduct regular performance reviews and coaching
  • •Oversee recruitment, onboarding, and staff development
  • •Monitor team performance and provide reports to leadership
  • •Align departmental budgets and schedules with corporate requirements
  • •Manage the EMEA customer escalation process
  • •Collaborate with quality, product management, and operations to resolve issues
  • •Act as a technical liaison between sales, marketing, and laboratory teams
  • •Coordinate activities between Technical Service, Customer Care, and Sales
  • •Drive continuous improvement and maintain operational rigor
  • •Ensure adherence to quality metrics and compliance standards
  • •Oversee Field Notifications, Product Discontinuations, and Change Notifications
  • •Support Product Material Review Board and Product Change reviews
  • •Approve investigations for product non-conformance
  • •Maintain compliance with safety and regulatory standards
  • •Oversee demo laboratory and demonstration facilities
  • •Support inventory management and equipment maintenance
  • •Contribute to strategic planning for support capabilities
  • •Design and deliver impactful customer training sessions
  • •Host customer visits and seminars
  • •Facilitate internal and external product training academies

Tools & Technologies

Microsoft OfficeCRMLIMS

Languages

German – Business Fluent

English – Business Fluent

Benefits

Competitive Pay

  • •Competitive wages
  • •Employee stock purchase plan

Other Benefits

  • •Extensive benefits
  • •Employee resource groups

Retirement Plans

  • •Retirement programs

Mentorship & Coaching

  • •Mentorship

Career Advancement

  • •Promotional opportunities

Learning & Development

  • •Training and development
  • •Internship programs

Informal Culture

  • •International and diverse working environment
  • •Culture of caring and belonging

Social Impact

  • •Volunteer and charity events
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