The Field Installation Project Manager plays a key role in Customer Experience by providing our customers with exceptional site preparation for the installation of complex instrumentation. This individual is responsible for effectively managing the customer site preparation, including IT requirements prior to installation, and ensuring customers receive timely world class service and support. Additional responsibilities include triaging all incoming service installation complaints, working cross functionally to resolve customer site IT issues, and managing metrics and reporting of all service information.
Manage all external customer site installation preparations, with a focus on IT requirements for new customers to ensure network and system checklists are understood and met prior to instrument installations.
Develop and manage tools for customer site preparation status visibility and reporting
Coordinate and track instrument progress including delivery, site preparation, installation, training, and readiness for customer use.
Resolve customer problems, prioritize and respond to customer inquiries. Ensure all problems are resolved comprehensively and follow-up is completed according to established time frames.
Work closely with the Technical Services Department to resolve customer issues.
Effectively report activities in CRM/Salesforce and report out metrics of success to Senior Leadership.
Monitor and report on defects and abnormalities in quality and delivery.
Ensure all SOP's and standards are followed.
Apply current Project Management best practices and use of Project Management tools
Qualifications and Requirements (Education, Experience, Specific Skills):
3+ years of relevant project management experience, preferably with PMP certification or equivalent.
1-2 years of experience with IT site requirements including networking and server setup.
Practical knowledge of ITIL fundamentals.
Experience setting up and troubleshooting applications running in cloud services such as AWS.
Experience integrating systems in a fast-paced environment.
Excellent communication skills and experience working in a customer facing role.
Ability to work independently and collaboratively in cross-functional teams. Ability to drive tasks and achieve scheduled deadlines with limited direction.
Demonstrate problem solving skills in a complex, fast paced, ambiguous environment. And handle highly confidential information appropriately.
NanoString is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. NanoString does not accept unsolicited agency resumes and will not pay fees to any third-party agency or company that it does not have a signed agreement with.