Scientific Support Manager
Namocell
By joining Bio-Techne, you’ll join a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics. Bio-Techne, and all of its brands, provides tools for researchers to further treat and prevent disease worldwide.
We have a strong presence across Europe, with offices in major countries including the UK, Ireland, France, Germany, Switzerland, Italy, Spain, Poland, Hungary, and the Czech Republic. Our operations are supported by a manufacturing facility in Bristol and a dedicated Customer Experience Center in Düsseldorf.
The role:
Reports To: Director Support EMEA
Location: Düsseldorf Customer Experience Center
Hours of Work: 40 hours / Mon-Fri
Position Summary
We are seeking a highly motivated and experienced Scientific Support Manager to Lead our EMEA Scientific Support function, ensuring exceptional customer experiences, operational excellence, and continuous improvement. Collaborate across departments to drive product and service quality, and support strategic business goals.
Essential Duties
Team Leadership & Operations
Direct and mentor the EMEA Scientific Support team across multiple countries, overseeing 2 direct and 17 indirect reports, ensuring consistency, accountability, and world-class service.
Drive team performance through workload management, operational metrics, regular reviews, and coaching, holding team leads accountable while maintaining motivation and high standards.
Oversee recruitment, onboarding, and professional development of staff.
Monitor team performance, manage workloads, and provide regular reports and metrics to leadership.
Ensure departmental budgets and schedules align with corporate requirements.
Customer Support & Escalations
Lead the EMEA customer escalation process, collaborating with quality, product management, and operations to resolve issues and implement timely corrective actions.
Act as a technical liaison between sales, marketing, and laboratory teams.
Oversee coordination between Technical Service, Customer Care, and Sales departments.
Quality & Compliance
Drive continuous improvement and operational rigor across the team, maintaining quality and adherence to metrics.
Oversee activities related to Field Notifications, Product Discontinuations, and Change Notifications.
Support Product Material Review Board and Product Change reviews, ensuring customer perspectives are represented.
Approve investigations and plans for product non-conformance and changes.
Maintain compliance with safety, regulatory, and quality standards (ISO 9001, 13485, cGMP).
Demo Lab Management & Strategic Initiatives
In conjunction with the Customer Experience Centre manager oversee demo laboratory and demonstration facilities, ensuring safety, efficiency, and compliance.
Support inventory management, equipment maintenance, and SOP development.
Contribute to strategic planning, aligning support capabilities with business goals and identifying opportunities for growth and improved customer engagement.
Training & Customer Engagement
Oversee the design and delivery of impactful customer, training sessions, and workshops.
Host customer visits and seminars, ensuring a professional and engaging experience.
Facilitate internal and external product training academies.
Essential Skills
MSc or PhD in Life Sciences (e.g., Molecular Biology, Biochemistry, Cell Biology).
7+ years’ relevant lab/industry experience, including 3+ years in a leadership role.
Fluent in German and English; other European languages a plus.
Strong knowledge of life science tools, diagnostic workflows, and lab operations.
Strong coaching and mentoring experience, fostering development and motivation across teams.
Excellent communication, interpersonal, and problem-solving skills.
Experience in customer-facing or technical support roles preferred.
Passionate about teaching and communicating science, with a self-driven, creative approach and collaborative style.
Demonstrated ‘Customer First’ mentality and ability to inspire continuous improvement.
Ability to handle sensitive situations tactfully and objectively.
Proficient with Microsoft Office (Word, Excel, PowerPoint; Access preferred), CRM, and LIMS systems.
Familiarity with ISO and cGMP guidelines.
Willingness to travel up to 20%.
Bio-Techne is committed to product quality, customer satisfaction, continued improvement, minimising environmental impacts and conserving natural resources. Environmental and quality management is an integral core value and vital part of the Bio-Techne culture.
Why Join Bio-Techne:
We offer competitive wages along with extensive benefits for employees and their families.
We invest in our employees’ financial futures through retirement programs and an employee stock purchase plan.
We help our employees develop their careers through mentorship, promotional opportunities, training and development, internship programs, and more.
We offer an international and diverse working environment, enriched by employee resource groups; volunteer and charity events; and employee events that build a culture of caring and belonging.
We foster a culture of empowerment and innovation, where employees feel valued and encouraged to bring their new ideas to the table.
Bio-Techne is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
To protect the interests of all, Bio-Techne will not accept unsolicited resumes from any source other than a candidate application. Any unsolicited resumes sent to Bio-Techne will be considered Bio-Techne property.