Location: Branford, CT
Job Type: Full-time, Work Environment: Research Laboratory and shared workspace. 10-25% Travel.
Ancera is a pioneer in the development and commercialization of Microbial Security products. Ancera’s flagship PIPER platform is the fastest microbial quantification and characterization solution across the food, agriculture, and livestock supply chains.
Powered by patented MagDrive technology, PIPER generates pathogen and microbiome data in hours instead of weeks. The PIPER analytics engine aggregates microbial data in an operational context. This enables verifiable chain of custody and microbial risk assessment at each point in the supply chain.
Ancera is currently looking for an experienced field applications delivery specialist to establish the field delivery group at Ancera and oversee field installation of our PIPER platform as well as manage ongoing Tier 1 customer support for deployed products.
Implement systems and processes to field incoming support requests from customers.
Build a team (internal and subcontractors) who will manage supply inventory and distribution, and perform on-site and remote services installations, maintenance and first tier support to external customers. Ensure knowledge transfer between team members.
Oversee technical and logistical support activities to supply chain partners for internal distributions.
Track, follow-up and resolve customer outstanding issues in a timely manner. Escalate issues, when required, to appropriate Ancera team members.
Oversee continuous improvement of services delivery processes and develop new commercial processes.
Manage post-resolution follow-ups to support requests.
Maintain customer satisfaction ratings >90%.
Implement a process for knowledge base article creation for internal and customer use.
Working with Applied Research and Product Development teams, communicate voice-of-the customer feedback and participate in internal roadmap strategy discussions.
5+ years progressive experience a Customer Service/Field Services environment
Knowledge of LEAN, six sigma, kaizen or other continuous improvement initiatives
Implementing help center systems and managing help center support staff.
Performing on-site customer installs of new hardware products.
Demonstrated ability to make data-supported recommendations and build strong business case to gain organizational support
Passionate about working on challenging disruptive technologies
Self-starter who can work independently and within a team
Excellent interpersonal skills and ability to work well with personnel at all levels
Confident asking questions as well as exchanging feedback with other team members
Must have absolute attention to detail, written and verbal communication skills
Perform well under fast paced and challenging product and market requirements
Highly organized with the ability to prioritize and advance competing priorities
Considerable problem solving and decision-making skills
Able to contribute technically to projects outside of their responsibility
Ability and desire to learn new tools and technologies
Polite, persistent and patient
Ability to travel 10-25% of time and work in a scheduled on-call rotation
Experience working in an Agile environment
Experience working with external customers
Experience with AWS, Microsoft Azure and Confluence