Director, Services & Support

Director, Services & Support LocationSan CarlosEmployment TypeFull timeLocation TypeOn-siteDepartmentServices & SupportCompensation$189K – $252K • Offers Equity • Offers BonusThe hiring pay range for this position is based on skills, education, and experience relevant to the role. New hires are typically hired into the low to midpoint of the range, enabling employee growth in the range over time. Actual placement in range is based on job-related skills and experience, as evaluated throughout the interview process. Pay ranges are adjusted based on cost of labor in each respective geographical market. Your recruiter can share more about the specific pay range for your location during the hiring process.Benefits include medical, vision, and dental insurance, group and supplemental life insurance, 401k retirement plan, responsible paid time off, parental leave, and more. Other components of total compensation include a competitive options grant at the time of hire (with potential for additional grants).At Nautilus, we have a big and important mission: improve the health of millions by unleashing the potential of the proteome to accelerate drug development and enable a new world of precision and personalized medicine. We are developing a single-molecule protein analysis platform of unprecedented sensitivity, scale, and ease of use that we believe will democratize access to the proteome – one of the most dynamic and valuable sources of biological insight. To accomplish this, we are pursuing deep, hard science with an entrepreneurial mindset and creating a world-class team of builders, innovators, and dreamers across a wide range of disciplines.We are seeking a Director, Service & Support to join our team. This leader will oversee post-commercialization support for our instruments, assays, and software, ensuring customers receive exceptional technical, scientific, and service assistance. The successful candidate will help establish and continuously improve our product support program for the platform instrument, beginning with support for in-house users at the San Carlos office. You’ll collaborate closely with Systems Integration, Engineering, and Software teams to gain comprehensive expertise in our Proteomic Analysis System. Prior experience with optics, fluidics, mechanics, or computing is highly desirable.This role reports to the Chief Financial Officer and is based in San Carlos, CA.ResponsibilitiesLeadership & Strategy· Contribute to the development and implementation of service revenue models, such as contracts, extended warranties, and training programs.· Support the formulation and implementation of a global product support strategy, working in partnership with senior leaders.· Lead technical support, field service, and customer experience teams, ensuring alignment with departmental goals.· Collaborate with R&D, Quality, Regulatory, and Commercial departments to enhance customer satisfaction and drive product performance improvements.· Define and monitor key performance indicators (KPIs) and metrics to assess service quality, response times, and resolution effectiveness.Customer & Technical Support· Direct technical support teams in managing customer inquiries, troubleshooting, and issue escalation processes.· Ensure the development and maintenance of thorough documentation and knowledge bases for both internal stakeholders and customers.· Establish clear escalation protocols for critical or high-impact incidents.Internal Product Support and Field Service Management· Oversee internal product and field service operations, including installation, maintenance, and repair of instruments or automation systems.· Promote ongoing improvements in first-time fix rates, system uptime, and preventive maintenance initiatives.· Establish systems and infrastructure to enable effective traceability and handling of complex incidents using data‑driven root cause analysis, diagnostics, and preventive engineeringProduct Lifecycle Support·...