Manager, Application and Open Innovation

4 weeks ago

Shanghai, Shanghai, China Danaher Full time

Essential Functions forApplication:

  • Supervises and directs Field Application staff which would include employee hiring, training, evaluations, and discipline.
  • Ensures that departmental goals and objectives align with the overall strategic direction of IDT China; uses effective method(s) to monitor and review progress.
  • Evaluates and implements new or improved technical support processes and workflows; works with global Customer Care management to coordinate across sites and business units as needed.
  • Analyzes CRM case data to identify common product inquiries and complaints; uses this information to develop new business processes, customer messaging strategies, and/or employee resources to enable timely and effective resolution.
  • Identifies, monitors, and analyzes performance measures to make recommendations to upper management regarding staffing requirements, efficiency improvements and performance standards.
  • Develops support staff to deliver personable, responsive support with in-depth technical expertise.
  • Provides guidance and specific feedback to assist with employee projects, problem solving and professional development.
  • Handles escalated problems, complaints, and personnel issues.
  • Gathers information and shares customer insight to support product development and selling strategies.
  • Represents the voice of the customer and needs of global support personnel during the product launch process.
  • Works closely with Marketing to supplement or improve scientific content for marketing materials, product literature, etc.
  • Monitors product related issues and escalates to R&D, QA, Product Managers or Sr. Management as needed.
  • Works with R&D, Product Managers, manufacturing and other internal departments to provide input on new products or services.
  • Develops and delivers technical training for IDT products and end-use as needed.
  • Represents the scientific and commercial interests of IDT at conferences, workshops, and customer visits.
  • Demonstrates and upholds behavior consistent with the Integrated DNA Technologies Core Values and delivers the Integrated DNA Technologies experience to customers and other business associates.
  • All other duties as assigned.

Essential Functions forOpen Innovation:

  • Be accountable for evaluating, structuring, and executing external Open Innovation business opportunities to translate scientific ideas into sustainable, profitable business models while working across all discipline areas that are of strategic interest to IDT.
  • Identifies and drives synergies across IDT and Danaher and prioritizes engagement of external technology and OI opportunities suited for, and mapped to gaps in IDT knowledge and capabilities with a timeline horizon of 1-5 years from market leverage.
  • Develops identification, evaluation, cultivation, and management of OI. Provides contributions including strategic fit, due diligence, structuring of business frameworks etc.
  • Conducts and manages cross-functional due diligence efforts and applies understanding of technical, legal, financial and market dynamics which have bearing on final agreements.

Education:

  • Master's degree or Bachelor's degree with equivalent IDT or management experience in a similar position required.
  • Ph.D. in Biology, Chemistry or related science field preferred.

Professional Experience:

  • Previous experience in Scientific Applications Support and/or a supervisory role is required.
  • Previous relevant experience in a research laboratory environment preferred.

Other Job Qualifications

  • Knowledge of molecular biology techniques and technology as it applies to end use of IDT products.
  • Knowledge of customer needs, IDT products, and troubleshooting end-user as it relates to providing thorough technical support.
  • Understanding of the market dynamics and competitive landscape in the general life science industry with a focus on genomics and genomic medicine.
  • Capacity to analyze and communicate complicated issues and synthesize solutions in a fast-growing environment. Posses a strong work ethic coupled to a metrics-driven approach to decision making.
  • Ability to convey thoughts and express ideas effectively in both written and verbal communication.
  • Ability to deliver information in a variety of settings, including one-on-one, small groups, and presentations.
  • Ability to delegate authority or responsibility, not just routine tasks.
  • Ability to make timely and sound decisions with quality outcomes.
  • Ability to take into account the impact of decisions and change initiatives on global operations.
  • Ability to continuously look for ways to improve the efficiency or quality of the final product and customer experience.
  • Ability to encourage and facilitate cooperation, teamwork and pride.
  • Adaptability to performing under stress when confronted with emergent, critical, unusual, or dangerous situations, or situation in which working speed and sustained attention are make-or-break aspects of the job.
  • Adaptability to performing a variety of duties, often changing from one task to another without loss of efficiency or composure.
  • Ability to maintain both a high standard of courtesy and cooperation in dealing with co-workers.
  • Adaptability to accepting responsibility for the direction, control or planning of an activity.

Travel Requirements:

Travel requirement is around 70% domestically.

At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrow's science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. Our global teams are pioneering what's next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

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