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 customer services professional with strong business acumen to establish and scale our customer service organization.
Implement systems and processes to deliver, monitor, and improve customer support functions including field deployment, customer support and ongoing account management.
Build the 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.
Establish KPIs, collect metrics and analyze trends to suggest and implement continuous improvement of services delivery processes and develop new commercial processes.
Maintain customer satisfaction ratings >90%, promote customer adoption and scale-up of Ancera technology.
Develop and maintain long-term relationships with stakeholders in the account portfolio by networking between customers, partners, and Ancera.
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
MBA strongly preferred
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 to visit customers and supply chain partners
Experience working in an Agile environment
Experience working with external customers
Experience with AWS, Microsoft Azure and Confluence