Nautilus
Operations
Director,Services&Support
Neural analysis suggests this role is
optimal for Director candidates.
“Director, Services & Support at Nautilus. Skills: Product support, Service management, Customer experience, Team leadership. Contribute to service revenue models. Support global product support strategy”
What You'll Achieve.
Enhance customer satisfaction; Drive product performance improvements; Improve first-time fix rates; Improve system uptime
Industry & Context.
Troubleshooting; Root cause analysis; Diagnostics
Willingness to travel up to 30%
What They're Looking For.
Must Have
5–7 years management experience, Experience leading multiple teams, Experience with complex biotech/diagnostic instrumentation/software, Knowledge of ISO 13485, Knowledge of FDA QSR, Knowledge of GxP, Cross-functional communication, Customer focus, Willingness to travel up to 30%
Nice to Have
Master's degree, MBA
What You'll Do.
Contribute to service revenue models
Support global product support strategy
Lead technical support teams
Lead field service teams
Lead customer experience teams
Collaborate with Quality
Collaborate with Regulatory
Collaborate with Commercial
Define key performance indicators
Monitor service quality metrics
Monitor response time metrics
Monitor resolution effectiveness metrics
Direct technical support teams
Manage customer inquiries
Manage troubleshooting processes
Manage issue escalation processes
Ensure documentation development
Ensure knowledge base maintenance
Establish escalation protocols
Oversee internal product support
Oversee field service operations
Promote improvements in first-time fix rates
Promote improvements in system uptime
Promote preventive maintenance initiatives
Establish traceability systems
Establish infrastructure for incident handling
Integrate customer feedback into product design
Integrate customer feedback into product enhancement
Supervise post-market surveillance activities
Manage complaint handling
Facilitate root cause analyses
Prepare service teams for new product launches
Recruit support personnel
Mentor support personnel
Develop support personnel
Recruit service personnel
Mentor service personnel
Develop service personnel
Cultivate accountability culture
Cultivate innovation culture
Cultivate customer advocacy culture
Manage departmental budgets
How You'll Work.
Team & Collaboration
Cross-functional teams; Senior leaders; R&D; Quality; Regulatory; Commercial; Product Management
Full Job Description
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. Responsibilities Leadership & 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 mo
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