[Hiring] Technical Support Manager @LGC Group

Role Description

Lead and develop the Genomics Technical Support team, delivering high-quality scientific and technical aid to internal and external customers. Supervise technical investigations, aid new product launches through knowledge sharing and training, and encourage continuous advancement in technical support procedures and materials. Partner with R&D, Product Management, Quality, Manufacturing, Commercial, and other cross-functional teams to boost technical strengths, enrich the customer experience, and drive business growth.

• Business Impact: Ensure the delivery of timely, accurate, and consistent technical support across the genomics portfolio. Offer assistance and intervention for complex scientific enquiries and product complaints, support new product launches, and update the Director of Technical Support, Genomics on team performance, challenges, and achievements.
• Innovation & Change: Apply scientific expertise and independent judgment to resolve complex technical challenges. Find opportunities to improve investigation methods, workflows, and technical resources, and support the successful introduction of new products and technologies.
• Type of Work: Balance day-to-day team management and technical support operations together with longer-term tasks related to technical knowledge management, process development, and new product readiness.
• Key Collaborators: Work closely with global Technical Support, R&D, New Product Development, Product Management, Quality, Manufacturing, and Commercial teams to align technical activities with customer and business needs.
• Communications: Oversee the development and scientific accuracy of technical documentation, customer communications, training resources, and internal knowledge articles. Communicate complex scientific information clearly to customers, colleagues, and senior leadership.
• People Management: Direct, support, and grow the Genomics Technical Support team by defining clear priorities, performance expectations, and growth objectives. Strengthen technical expertise, facilitate knowledge sharing, and nurture collaboration within the global support organization.
• Process Oversight: Lead technical support operations, respond to customer issues and product complaint investigations. Ensure detailed documentation, investigation, and resolution of technical challenges in line with established quality guidelines. Support the communication of technical insights from R&D and New Product Development to Technical Support.
• Subject Matter Expertise: Offer scientific leadership and direction in molecular biology, genomics technologies, and related workflows. Assist in the investigation and resolution of complex technical problems through scientific analysis, experimental design, and laboratory troubleshooting.
• Continuous Improvement: Identify and implement enhancements to technical support processes, investigation workflows, and knowledge management. Encourage standardization, collaboration, and the sharing of guidelines to improve service quality and operational efficiency.
• Data & Metrics: Monitor technical support performance, customer enquiry trends, complaint investigations, resolution timelines, and team productivity. Use data to identify improvement opportunities, inform resource allocation, and communicate performance to leadership.
• Physical Demands: Primarily desk-based work involving team management, scientific analysis, and communication, with occasional laboratory or site-based activities as required.
• Follow all applicable LGC health, safety, and personal protective equipment (PPE) policies.
• Perform other duties as required or assigned by management to meet business needs.

Qualifications

• Higher degree or equivalent experience in a relevant scientific field.
• Sound knowledge of molecular biology techniques.
• At least 10 years of relevant technical support experience, including a strong understanding of the challenges faced by scientific customers.
• Advanced laboratory troubleshooting skills, using scientific knowledge, literature research, and structured problem-solving.
• Proven ability to lead projects, align cross-functional colleagues, and deliver work to agreed objectives and timelines.
• Demonstrated ability to produce clear, high-quality scientific writing appropriate to its audience and purpose.
• Ability to design, revise, and teach protocols and methods; strong experimental design expertise.
• Strong written and verbal communication skills, including explaining complex technical concepts concisely.
• Comprehensive understanding of pertinent computer applications and the capacity to embrace new tools.
• At least three years of line management experience.
• Excellent organisation, time management, and attention to detail.
• Data analysis and manipulation skills, including experience with genomic databases.
• Working knowledge of Quality Management Systems (QMS).

Benefits

• 25 days holidays
• Life assurance & health allowance
• Discounts with local and national retailers
• Free 24/7 Employee Assistance Programme
• Recognition schemes and monetary awards
• Great long-term career opportunities