Senior Manager, Scientific Services

What are we looking for; -(Position Summary):

Responsible for managing the Technical Support, Data, & Validation departments. Manages schedules, priorities, and issues. Responsible for hiring, firing, performance appraisals, and salary reviews. Provides members training on product and department processes. Provides members with career guidance/coaching.

Will act as the Test Site Management on Good Laboratory Practice (GLP) and non-GLP non-clinical studies. Able to quality check work performed by the members of the Data & Validation Team. Review physiological data such as cardiovascular, central nervous system, and respiratory data acquired via telemetry or hard-wired system to create tabular, graphical, and/or reports for customers and internal studies.

To provide industry exceptional customer support with a high degree of customer satisfaction, technical expertise, business acumen, and timeliness. This position will work closely with Sales, Marketing, Client Service, Engineering, and QA to drive customer feedback into the products and product complaint evaluation on track.

Essential Duties and Responsibilities:

• Ability to manage and coach small team
• Responsible for the health of the department; g. resource management (financial/non-financial), hiring/firing, performance appraisals, and annual reviews.
• Be an internal advocate/sounding board for the team, creating an environment where team members thrive.
• Determines, implements, and improves business processes that align with corporate goals and objectives.

20% of the time provide technical support and product/application expertise to internal and external customers

• Call/Email/Onsite Support
• Generation of technical product content; e.g. technical notes, videos, manuals, etc.
• Engineering Support; e.g. system testing, manufacturing training, etc.
• Marketing Support; e.g. represent the voice of the customer, participate in cross-functional team activities, etc.
• Pre-sales Support; e.g. system demonstrations

20% of the time provide data analysis and validation expertise to internal and external customers

• Generate study plans and reports for delegated phases of the non-clinical study.
• Review, analyze and report physiological data acquired from various software platforms
• Gain expertise on cardiovascular, central nervous system, and respiratory physiology
• Attend and actively participate in external scientific meetings
• Identify and resolve technical issues and propose solutions
• Ability to generate, assist in generating, and review computer system validation documents

Skills and Abilities Required:

• Leadership ability to form teams, develop strategies and execute plans.
• Ability to manage others by retaining, recruiting and training employees.
• Ability to provide performance feedback and coaching.
• Well-developed written and verbal communication skills enabling the individual to confidently convey critical and complex information via phone, email, and in person.
• Strong aptitude for continuous improvement, proficiency and implementation.
• Ability to communicate directly with customers in a manner that provides them continued confidence in DSI.
• Engineering technical ability to understand and support DSI's broad offering of products.
• Must demonstrate an ability to install, test and troubleshoot DSI related products and software or equivalent.
• Excellent communication, organization skills, and ability to work closely with other departments.
• Must possess excellent problem-solving
• Highly skilled and proficient with Microsoft Word, Microsoft Excel, Microsoft Outlook, and Windows Operating Systems.
• Must be able to learn and become proficient with additional specialized computer software programs.
• Works with minimal supervision with wide latitude for independent judgment.
• Familiarity and/or proficiency with DSI software and technology is highly desired.

Bonus Skills & Experience

Experience working under GLP regulations for conductance of non-clinical studies.

Computer programming knowledge (VBA, Matlab, R, etc.).

Familiarity with Network support and troubleshooting.

Experience with Zendesk or other issue ticketing system

Education and Experience Required:

Bachelor's Degree in biomedical engineering, biological science or related medical/scientific experience considered. A minimum of 6+ years of experience preferably working in an academic lab or pre-clinical lab, 5 years in a leadership position.

Physical Demands:

This is largely a sedentary role; however, repetitive movement when computing is required.

Travel:

Approximately 10%