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Alamar Biosciences is seeking a Senior Director of Service & Support to build and scale a world-class global support organization for a fast-growing proteomics company. This role reports to the VP of Product Management and will lead the strategy, infrastructure, systems, and teams required to support a rapidly expanding installed base of ARGO instruments and a growing portfolio of high-plex proteomic solutions.
Key responsibilities include leading and scaling Alamar's global Service & Support organization to ensure excellent customer experience across instrument installation, field service, technical support, training, and lifecycle management. You will develop and implement scalable global service strategies, processes, and infrastructure to support rapid growth and an expanding product portfolio. The role owns the vision and roadmap for service systems and tools, including CRM platforms, field service management solutions, knowledge management systems, and integrations with ERP, quality, and commercial systems.
You will establish, monitor, and report key performance indicators including instrument uptime, response times, first-time fix rates, customer satisfaction, and service productivity. Close partnership with Product Management, Engineering, Manufacturing, Quality, Regulatory, and Commercial teams is essential to provide service input throughout the product lifecycle. You will develop service readiness strategies for new product introductions, software releases, and assay launches.
Additional responsibilities include building and optimizing global spare parts planning, inventory management, depot repair, and logistics capabilities; establishing technical training programs and documentation; developing customer training programs; serving as the primary service representative to product development teams; driving service analytics and operational excellence initiatives; and building, mentoring, and leading a high-performing global team of field service engineers, technical support specialists, and service operations professionals. Budget development, forecasting, and resource planning aligned with business objectives are also key.
Required qualifications include a Bachelor's degree in Engineering, Life Sciences, Business, or related discipline; 10+ years of progressive leadership experience in service, support, customer success, or field operations within life sciences, diagnostics, analytical instrumentation, or medical device industries; 5+ years of people leadership experience managing geographically distributed teams; demonstrated success building and scaling customer-facing support organizations in high-growth environments; experience supporting complex capital equipment and analytical instrumentation; strong understanding of service readiness and product launch planning; and experience developing service metrics and data-driven continuous improvement initiatives.
