Manager, Technical Support (Microbiology)

Biomerieux Durham , NC 27701

Posted 3 months ago

World leader in the field of in vitro diagnostics for over 55 years, bio

Mrieux conceives, develops, produces and markets diagnostics solutions (systems, reagents, software and services) intended for clinical and industrial applications, which determine the origin of a disease or a contamination to improve the health of patients and insure consumer safety.

bio

Mrieux is present in 43 countries and servces more than 160 countries with the support of a large network of distributors. Its corporate headquarters are located in Marcy l'Etoile, near Lyon, in France.

Joining bio

Mrieux, is choosing to join an innovative company with a long term vision, committed to the service of public health and carried out with a humanistic corporate culture.

We look for candidates whose motivation is to invest in themselves, in the projects of the future, and to participate in a collective adventure led by a pioneering spirit.

We have the commitment to offer our collaborators a working environment which encourages team spirit, with priority given to training and development with international career opportunities.

Our Group offers numerous possibilities: so come and join the 11,200 bio

Mrieux employees who have already identified with these values!

Objective:

The Manager, Technical Support, manages Technical Support Center employees to ensure support is provided for all internal and external customers on all systems marketed by bio

Merieux.

Main Accountabilities:

  • Provide leadership, enforce company policies and procedures, facilitate communication among front line staff, set priorities and coordinate teamwork among customer facing groups to achieve customer satisfaction.

  • Manage the Enterprise Resource Planning system and monitor the effectiveness of product complaint handling along with the QA Department to assure complaints are handled effectively, rapidly, and in compliance with published complaint handling procedures.

  • Identification of cross-functional needs, evaluation of proposed solutions, development of implementation plans and successful execution based on established timelines.

  • Determine best practices and work with department management to align on identified best practice going forward. Ensure proper training and development is provided for employees. Motivate Technical Support Center employees to achieve goals and objectives through individual coaching and staff meetings. Mentor and assist in the professional development of all team members.

  • Prioritize workload and projects within the department. Support market release of new products and drive to complete Field Actions within specified deadlines.

  • Provide performance feedback for the mid-year and year-end review of the Technical Support Center employee through one on one sessions.

Qualifications:

  • Bachelor's Degree in Medical Technology, Engineering, Business Management, or related science.

  • Management experience in medical diagnostics or equivalent preferred.

  • Five years of laboratory experience preferred.

  • Experience with bio

Merieux products preferred.

  • Excellent written and oral communication skills.

  • Excellent interpersonal, diplomacy and leadership skills.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Manager Global Technical Support

Nutanix

Posted 7 days ago

VIEW JOBS 9/11/2019 12:00:00 AM 2019-12-10T00:00 The Role Responsible for overseeing a team of engineers in the Global Technical Support organization, who are engaged in providing assistance to customers and partners in technical issue identification and resolution. Specializes in high-end, Enterprise level support of customers or channel partners with advanced support needs. Establishes staff schedules for queue coverage and individual or group training sessions. Conducts regular 1:1 and team meetings to evaluate individual and team performance, and facilitates development of proficiency in both technical skills and general customer service skills. The primary duties for this position include but are not limited to: * Delivery of superior-level service to end-user customers, and functioning as point-of-contact for escalated issues to ensure appropriate response and focus of support teams. * Regularly participating in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery. * Conducting regular team meetings and performance discussions with support engineers. * Interacting with regional and corporate management on matters between functional areas or customers and the company. * Tracking, monitoring and reporting on department operations, and closely manages critical customer accounts to develop path to issue resolution. * Monitoring both the Virtual Call Center and Salesforce to ensure support engineers are following the call priority flow and maintaining an available phone status, documenting the issues well, and following cases through to efficient and effective resolution. * Assigning and managing projects based on new product releases, call related issues and/or training needs within the organization. Tracks projects and initiates documentation based on project successes. Requirements: * Must possess a Bachelor of Science in Computer Information Systems or equivalent experience. * At least 3 years of management experience in a technical support environment, with advanced customer interaction skills. * Previous account management or account executive skills desired, with ability to organize and track multiple projects. * Effective leadership experience required, with goal setting and action plans for career development on a team and individual basis. * Must exhibit effective customer service attitude and be able to lead a team in resolving difficult customer situations. * Must utilize exemplary verbal and written communication skills when dealing with customers and business partners. * Must have at least two years of experience as a Technical Engineer Desired Skills and Experience: * Skilled in leading and motivating talented support engineers. * Project management experience or background, with experience in managing multiple projects and priorities. * Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills. * Ability and comfort in dealing with difficult employee or customer issues, and in ensuring positive interactions even when message content is difficult or critical. * Must be motivated by challenges and be able to offer multiple solutions for a problem. * Proven track record of identifying and developing innovative enhancements to Support process and methodology. * Able to develop individual and team objectives to contribute positively to organizational goals and direction. * Proven ability to formulate and coordinate solutions to issues in cooperation with multiple functional areas. * Proven ability to work in a fast-paced environment and use judgment in handling customer calls and providing technical assistance. * Ability to effectively present complex technical material that is tailored to the target audience at large venues. * Ability to effectively present tailored materials to executive level management * Practices effective and appropriate communication skills, providing valuable feedback and constructive criticism when needed. * Knowledge of call center processes and terminology. * Exhibits empathy and consideration for all ideas and suggestions provided by peers and subordinates alike, and provides opportunities for open discussion and evaluation of those ideas. Nutanix Durham NC

Manager, Technical Support (Microbiology)

Biomerieux