Service Support Manager (Life Sciences)

Location: San Jose, California, United States

Salary: $71,200–$117,100 per year

Company

hirify.global provides tools for life sciences research and clinical diagnostics to support disease treatment and prevention.

What you will do

• Own technical support and escalations for assigned product lines, including field investigations, root-cause analysis, and resolution of complex issues.
• Represent Field Service in new product introductions, product changes, and product development to ensure serviceability and field readiness.
• Develop service documentation, technical resources, training, and certification programs with field specialists and instructional design partners.
• Connect global Field Service regions with Engineering, Product Management, Operations, Quality, and Technical Support teams.
• Monitor field performance, complaints, and recurring technical issues to drive product, process, documentation, and training improvements.
• Maintain the technical knowledge, tools, procedures, and support strategies required for global product support.

Requirements

• Bachelor’s degree in Engineering, Bioengineering, Biological Sciences, Biotechnology, or a related field with at least 2 years of relevant experience, or equivalent education and at least 5 years of relevant experience in a life science, medical device, or cGMP environment.
• Technical depth in troubleshooting complex instrument systems, analyzing field symptoms and data, identifying failure mechanisms, and driving issues to root cause.
• Working knowledge of CRM databases and Microsoft Office applications.
• Strong verbal and written communication, problem-solving, critical-thinking, and cross-functional collaboration skills.
• Must have work authorization in the United States that does not now or in the future require visa sponsorship.

Nice to have

• Knowledge of ProteinSimple instrumentation, service workflows, and field support practices.
• Customer service or customer-facing experience.

Culture & Benefits

• Medical, dental, vision, life, disability, pet, legal, and identity protection insurance benefits starting on day one.
• 401(k), employee stock purchase plan, HSA, FSA, and dependent care FSA.
• Mentorship, career development, training, tuition reimbursement, and promotional opportunities.
• Paid holidays, paid time off, paid parental leave, and volunteer paid time off.
• Employee resource groups, events, charity drives, and an empowerment- and innovation-focused work culture.