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ABOUT THE COMPANY MGI is at the forefront of genomics innovation, delivering cutting-edge sequencing technologies and advancing life sciences research worldwide. We are dedicated to enabling affordable, effective healthcare solutions and expanding our impact across the Americas. If you're passionate about genomics, NGS, and making a real difference in healthcare and research, join us on this exciting journey toward accessible innovation for all. ABOUT THE ROLE We are seeking an experienced NGS Scientific & Technical Operations Manager – LATAM to lead our Scientists, Field Service Engineers, Bioinformatics, Quality, and Customer Experience teams across Latin America. This leadership role requires a solid scientific foundation in molecular biology, genetics, bioinformatics, or related life sciences, combined with strong operational and people management skills. You will ensure exceptional customer support, technical excellence, and continuous improvement across all post-sales service functions in the region. RESPONSIBILITIES Report directly to the Head of LATAM and collaborate closely with Global Technical Support, Training, Sales, and Service Operations leaders. Lead and mentor a multidisciplinary team including Field Application Scientists, Field Service Engineers, Field Bioinformaticians, and Customer Support professionals. Oversee customer satisfaction and operational efficiency, ensuring that service requests, installations, and technical issues are managed effectively and within expected timelines. Define individual training and development needs across the technical team and recommend staffing plans and hiring strategies. Establish measurable goals and performance indicators (e.g., response time, first-time resolution, quality metrics). Manage regional service operations including resource allocation, travel budgets, spare part inventory, and field reporting. Ensure accurate communication and coordination between LATAM and global operations, cascading critical updates and initiatives. Serve as the technical and operational lead for the Customer Experience Center (CEC) and Demo Lab, driving technical demonstrations and customer engagement. Maintain alignment with global quality standards, ensuring compliance, traceability, and continuous improvement of support processes. Able to support and coordinate teams across the LATAM time zones. QUALIFICATIONS Master's degree (or higher) in Genetics, Molecular Biology, Biotechnology, Bioinformatics, or a related field. Strong academic background or work experience in NGS (Next Generation Sequencing) is highly preferred. Minimum 5 years of experience in technical support, field service, or applications management, ideally within the genomics or life sciences industry. Proven leadership and people management skills, with experience guiding technical and scientific teams. Excellent communication and organizational abilities; capable of navigating global structures and driving results across functions. Willingness to travel regionally and internationally, including occasional training or collaboration trips to China. PAY RANGE AND COMPENSATION PACKAGE MGI offers a competitive and comprehensive benefits package to employees and their dependents (including domestic partners), which includes: Medical and dental coverage Travel insurance Meal vouchers Gym allowance EQUAL OPPORTUNITY STATEMENT MGI is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. ```
