About NesTLIMS

NesTLIMS is a Laboratory Information Management System powering testing laboratories across India — covering sample registration, testing workflows, report generation, and accreditation compliance (NABL, BIS, ISO 17025). As we scale to onboard laboratories pan-India, we seek a senior leader to head our Training & Support division.

Position Overview

This is a senior leadership role responsible for building, managing, and directing the entire training and user support function for NesTLIMS. The primary mode of training delivery is online/virtual with occasional on-site visits for go-lives, audits, and key client demos. The ideal candidate brings deep domain expertise in testing laboratories and LIMS operations, with strong leadership and multilingual communication capabilities. This is not a software development or IT hardware role — the focus is entirely on people, processes, and laboratory domain excellence.

Key Responsibilities

Leadership & Strategy

- Lead and grow the Training & Support team remotely across regions
- Define training strategy, support SLAs, onboarding workflows, and quality benchmarks
- Serve as the primary domain authority for all laboratory-related queries from clients and internal teams
- Represent the company in client meetings, industry forums, and virtual demonstrations

Online Training & Demo Delivery

- Design and deliver structured virtual training sessions for laboratory staff — from clerks to technical managers — in multiple Indian languages
- Conduct live product demos for prospective clients via video conferencing (Zoom, Teams, Google Meet)
- Present NesTLIMS capabilities tailored to each lab's domain — food, water, soil, pharma, chemical, civil, electrical
- Develop training curricula suited for online delivery — interactive modules, screen-sharing walkthroughs, recorded sessions
- Create multilingual training manuals, video guides,



and quick-reference materials for remote consumption
- Ensure training effectiveness through online assessments, feedback loops, and refresher programs
- Train client-side Trainers-of-Trainers (ToT) for long-term sustainability

Support Operations

- Establish and manage a tiered support structure (L1/L2/L3) for laboratory users nationwide
- Define escalation matrices, SLA frameworks, and issue-resolution workflows
- Monitor support KPIs — response time, resolution time, user satisfaction
- Act as the escalation point for complex workflow, accreditation, and regulatory queries
- Coordinate with the development team for feature requests and bug fixes based on field feedback

Client Onboarding & Relationship

- Lead virtual go-live activities for new laboratory clients — remote readiness assessment, online training cycles, virtual walkthroughs
- Conduct occasional on-site visits for critical go-lives, audit support, and high-value client demos
- Hold periodic business reviews with lab clients via video calls
- Ensure client retention through proactive engagement and continuous support

Compliance & Domain

- Maintain deep knowledge of NABL, BIS, ISO 17025, and other applicable accreditation standards
- Guide clients during audits — ensure documentation, reports, and system records are audit-ready
- Stay updated on regulatory changes and communicate impact to clients and internal teams

Required Qualifications

- Experience: 10–15+ years in testing laboratory operations, LIMS implementation/support, or a combination
- Leadership:



3–5 years in a team lead / manager / director role managing 10+ professionals (remote/hybrid preferred)
- Domain Expertise:
- Deep understanding of laboratory workflows — sample registration, testing, result review, approval, report generation, dispatch
- Working knowledge of NABL/BIS/ISO 17025 accreditation requirements
- Prior experience with LIMS platforms (any) is essential
- Education: M.Sc. in Chemistry / Microbiology / Life Sciences or equivalent; MBA is an added advantage
- Languages (Mandatory):
- English — fluent (written and spoken)
- Hindi — fluent (written and spoken)
- At least one additional Indian language — Tamil, Telugu, Kannada, Marathi, Bengali, Gujarati, Malayalam, Odia, Punjabi, Assamese, or others

Desired Qualities

- Confident virtual presenter — comfortable running demos and training for 50+ participants online
- Strong screen-sharing and online facilitation skills
- Analytical mindset — ability to translate complex lab workflows into structured online training content
- Empathetic leadership style — patient with non-technical laboratory staff
- Occasional travel readiness (10–15% — for key go-lives, demos, audits)
- Experience working with government or NABL-accredited laboratories is a strong plus
- Existing network within the Indian testing laboratory ecosystem

What We Offer

- Senior leadership position with direct reporting to the MD/CEO
- Hybrid work model — flexible remote working with periodic office/on-site presence
- Prospect to build the training & support function from the ground up
- Exposure to 50+ laboratories across diverse domains nationwide
- Competitive compensation with leadership incentives
- Coding/IT hardware responsibilities will be added advantage

Pay: From ₹65,000.00 per month

Benefits:

- Flexible schedule
- Work from home

Work Location: Hybrid remote in Thane, Maharashtra (Thane, Thane District)

📌 Technical Support Manager (India)
🏢 Wilsh & Harvi
📍 India