About BioDot + ATS
A Global Leader in Precision Liquid Dispensing for Over 30 Years BioDot, a division of ATS Automation’s Life Sciences Division, is a market leader in liquid dispensing technologies, specializing in picoliter, nanoliter, and microliter volumes. Our proprietary solutions include BioJet™ “Drop on Demand,” Discrete Droplet Dispensing™, Lyobead, low-volume PCR, Lateral Flow, and many more in the life sciences and diagnostics sectors. BioDot’s technologies are fundamental in diagnostics, life sciences, and medical industries.
ATS (Automation Tooling Systems) Life Sciences is an industry-leading automated manufacturing solutions provider to many of the world’s most successful life sciences companies.
At BioDot, we are creating a world where every scientist's vision is met with the precision it deserves.
BioDot Inc. is recognized as a world leader in the supply of diagnostic manufacturing equipment, which frequently enables, inspires, and educates scientists to commercialize their ideas from R&D through to manufactured products. We are part of ATS Corporation, part of the Life Sciences Group and our segment positively impacts the quality of lives of billions of people across the globe by providing automation of care products/solutions and services across the healthcare and life sciences markets we choose to participate in.
Job Description
The Senior Field Applications Manager is responsible for leading and managing the Field Applications team, including both Field Application Scientists (FASc) and Field Application Specialists (FASp) - across the Americas region. This role ensures successful deployment, support, and continuous improvement of BioDot’s application solutions, including the CellWriter platform. The position plays a critical role in aligning field resources with strategic business goals, enhancing customer satisfaction, and driving operational excellence. This role is a working leader who can and will be acting as an individual contributor as required. This individual will initiate continuous improvement initiatives, manage key performance indicators (KPIs), and ensure that customer satisfaction is exceeded. The Senior Field Applications Manager will help ensure we drive value-added service solutions throughout the life cycle of our equipment that supports customers’ value drivers.
ESSENTIAL JOB DUTIES:
Team Leadership & Resource Management
- Supervise and mentor a team of FASc and FASp professionals for the Americas region.
- Manage resource allocation to meet project timelines, customer needs, and utilization targets.
- Support career development, training, and performance management of team members.
Operational Oversight
- Coordinate with Engineering, Sales, Marketing and Product Management to ensure field teams are equipped with the right tools, documentation, and training.
- Lead the execution of installations, validations (IQ/OQ/PQ), and customer training for BioDot systems.
- Oversee Help Desk operations and remote support activities.
- Ensure alignment between application support and customer experience strategy.
Customer Engagement & Satisfaction
- Act as a senior escalation point for customer issues and ensure timely resolution.
- Monitor and improve KPIs related to customer satisfaction, first-time fix rates, and service delivery.
- Assess customer experience reviews and post-engagement feedback loops to assess satisfaction and identify improvement opportunities.
- Collaborate with commercial teams to identify proactive service solutions, upselling opportunities, and voice-of-customer feedback channels.
Customer Experience Management
- Champion the customer journey by identifying key touchpoints and ensuring seamless transitions across pre-sale, deployment, and post-sale phases.
- Develop and maintain customer experience initiatives such as onboarding guides and support resources to enhance user adoption and satisfaction.
- Analyze customer feedback trends, identify root causes of dissatisfaction, and drive resolution plans with internal stakeholders.
- Serve as the internal advocate for customer needs and expectations in product roadmap discussions and service delivery planning.
- Promote a culture of customer-centricity within the Applications and Field Support organization.
Strategic Planning & Continuous Improvement
- Drive continuous improvement initiatives
- Contribute to the development of application strategies and new product introductions.
- Provide regular reporting on team performance, customer feedback, and operational metrics.
- Ensure that all business activities are performed with the highest ethical standards, in accordance with corporate and divisional procedures, and in compliance with the ATS Code of Business Conduct.
Qualifications
Education and Experience
- Bachelor’s or Master’s degree in Life Sciences, Engineering, or related field.
- Application experience and/or certifications in relevant application areas: Cytogenetics, Lateral Flow, Biosensors, Microarray, PCR, NGS, Mass Spectrometry.
- 7+ years of experience in applications support or field service within the life sciences or diagnostics industry.
- Proven leadership experience managing technical field teams.
- Strong understanding of robotic lab automation, liquid handling, and diagnostic instrumentation.
- Excellent communication, organizational, and problem-solving skills.
- Experience in troubleshooting automation systems.
- Experience in dealing with customers to resolve problems is required.
Technical Skills and Knowledge
- Application Expertise: Deep understanding of life science instrumentation, particularly in areas such as liquid handling, microdispensing, and lab automation platforms.
- Field Support Systems: Proficiency in managing CRM and ticketing systems (e.g., Salesforce, ServiceNow) for tracking field service and application support activities.
- Data Analysis & Reporting: Ability to interpret technical data, generate performance reports, and use analytics to drive decision-making and continuous improvement.
- Validation Protocols: Familiarity with IQ/OQ/PQ protocols and regulatory compliance in diagnostics, biotech, or medical device environments.
- Product Lifecycle Knowledge: Experience supporting products through development, launch, and post-market phases, including feedback loops to R&D and Product Management.
- Technical Documentation: Skilled in reviewing and contributing to SOPs, user manuals, and training materials for internal and customer-facing use.
- Remote Support Tools: Competence with remote diagnostics, virtual training platforms, and digital collaboration tools to support geographically dispersed teams.
Personal Attributes and Soft Skills
- Empathetic Leadership: Ability to lead with empathy, fostering a supportive environment for Field Application Scientists and Specialists who often work in high-pressure, customer-facing roles.
- Cross-Functional Communication: Strong interpersonal skills to collaborate effectively with Sales, Engineering, Product, Marketing and HSE teams Globally.
- Customer-Centric Mindset: A proactive approach to understanding and addressing customer needs, ensuring satisfaction and long-term relationships.
- Adaptability: Comfortable navigating ambiguity and shifting priorities in a fast-paced, innovation-driven environment.
- Problem Solving: A solution-oriented mindset with the ability to think critically and resolve complex technical and operational challenges.
- Coaching & Mentorship: Passion for developing talent and helping team members grow in their roles through constructive feedback and support.
- Cultural Awareness: Sensitivity to working across diverse teams and geographies, with an inclusive and respectful leadership style.
Additional Requirements
- Must possess a valid passport (or be able to obtain one) for periodic travel outside of the United States.
- Must have a good driving record.
- Must be able to pass a drug test.
Compensation range for this role is $140,000-$160,000 in base salary with eligibility to participate in a discretionary Management Bonus Program at 10% of base salary.
Please note: Required questions in the application are required. Failure to answer a required question will result in your application being disqualified!
Join the Winning Team at BioDot, a great place to automate your future! Take your place among the best in the business, and grow your career with the Life Science BioDot division at ATS. We attract some of the most talented and motivated individuals from a range of fields, with our global offering and growth opportunities as we expand throughout the world. We want you to be a part of our TEAM!!!
Work in an environment where a passion for innovation is combined with an uncompromised commitment to quality.
Benefits BioDot offers:
- Competitive compensation package Comprehensive benefits (including health, dental, vision, and employee assistance program) Employee Stock Purchase Plan Eligibility 401k with employer match Paid time off Annual paid volunteer day off Fully climate-controlled environment Professional growth opportunities And more!
