At Element Biosciences, we are passionate about our mission to empower the scientific community with more freedom and flexibility to accelerate our collective impact on humanity. We have built a highly efficient product-driven organization where employees can learn, grow, and thrive in a challenging but encouraging environment. We are committed to scientific integrity, collegiality, honesty, objectivity, and openness.
We are seeking an experienced Field Operations Analyst who is a key operational partner to the regional Field Service and Technical Support organization, ensuring seamless execution of service workflows from contract activation through customer satisfaction resolution. This role serves as the connective tissue between frontline field teamsField Service Engineers (FSEs), Field Application Scientists (FAS), and Technical Supportand internal business functions including Finance, Sales, IT, and Supply Chain. This role will report to Manager, Customer Service & Success and will be a San Diego based hybrid role.
If you possess the following and want to make a meaningful impact, we invite you to explore this role.
Essential Functions and Responsibilities:
- Manage the end-to-end service order lifecycle in CRM/ERP systems (e.g., Salesforce, SAP), including work orders, invoicing, service contracts, warranties, preventive maintenance agreements, and time-and-material transactions
- Coordinate instrument implementations from order placement through customer acceptance, ensuring milestones, documentation, and customer expectations are met
- Maintain accurate installed base records, including warranties, service contracts, upgrades, relocations, loaners, and decommissions
- Manage field inventory operations, including trunk stock programs, replenishment, audits, territory transitions, and parts logistics to minimize service disruptions
- Coordinate and track IQ/OQ/PQ activities, ensuring documentation is complete, compliant, and audit-ready
- Monitor and resolve order exceptions, billing discrepancies, contract coverage gaps, and other service administration issues in a timely manner
- Develop and maintain dashboards and reports to track key service metrics, including MTTR, FTFR, service revenue, contract attach rates, and customer satisfaction
- Analyze operational data and trends to provide actionable insights and support monthly, quarterly, and annual business reviews
- Serve as a key liaison across Field Service, Technical Support, Sales, Finance, Supply Chain, and IT to ensure seamless execution of service operations
- Partner with cross-functional teams to support process automation, system integrations, and continuous improvement initiatives that enhance operational efficiency and data quality
- Document and maintain SOPs, support onboarding and training, and ensure compliance with internal controls, audit requirements, and service governance policies
- Champion a best-in-class customer experience by serving as an escalation point, monitoring customer satisfaction metrics, and driving improvements across the service journey
Education and Experience:
- Bachelor's degree in Business Administration, Life Sciences, Engineering, or a related field; equivalent experience may be considered. Master's degree (MBA or scientific/engineering discipline) is a plus
- 25 years of experience in service operations, commercial operations, or business operations, preferably within life sciences, medical devices, scientific instrumentation, or capital equipment industries
- Experience supporting Field Service or Technical Support organizations, with proficiency in CRM and ERP systems such as Salesforce, SAP, Oracle, ServiceMax, or equivalent platforms
- Strong analytical skills with advanced proficiency in Excel and PowerPoint; experience with Tableau, Power BI, or similar reporting and data visualization tools preferred
- Demonstrated ability to manage multiple priorities, analyze operational data, and communicate insights effectively to cross-functional teams and senior stakeholders
- Familiarity with service contract administration, revenue recognition principles, and multi-element service agreements is preferred
- Knowledge of quality systems and regulatory requirements, including ISO 9001 and FDA 21 CFR Part 11, is a plus
- Highly collaborative, customer-focused, and adaptable, with a continuous improvement mindset and the ability to influence across Sales, Finance, IT, and Field organizations
Physical Requirements:
- Must be flexible in working hours as this position may require customer support during non-regular business hours
Location:
Travel:
Job Type:
Base Compensation Pay Range:
In addition to base compensation noted above, you will be eligible for stock options, discretionary annual bonus, no cost health insurance plans, 401k with company match, and flexible paid time off.
Please note: Base compensation will depend on multiple factors, including geographic location, qualifications, and experience.
We foster an environment such that all people are afforded the freedom to pursue their passions without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.
