Technical Support Manager - Life Science

Belimed, Inc. Charleston , SC 29402

Posted 2 months ago

Belimed is one of the leading global suppliers of innovative cleaning, disinfection and sterilization solutions for Medical and Life Science. We have almost 1,200 employees in 10 countries who have been working tirelessly for over 40 years to provide our customers with absolute confidence in sterile processing solutions. Our U.S. headquarters are located in Charleston, SC which is consistently voted one of the best places to live and visit in the world.

Technical Support Manager - Life Science

Your tasks

The Project Execution/Technical Support Manager

manages the entire installation and qualification process of Belimed products, including customer relations. This position is also responsible for providing first line technical support via phone aimed at resolving customer problems via troubleshooting, problem solving, specialized knowledge and the ability to utilize all available resources and technologies to achieve total customer satisfaction. This position interacts with all levels of the organization including Field Service Technicians, Belimed Technical Product Managers, Engineering, Inventory Control, and Supply Chain

How you will impact Belimed and our clients

  • Foresees issues that can cause delays to either the install, qualification date or project completion

  • Provides on-site customer service and act as liaison between Belimed and outside customers

  • Manages and coordinates the day-to-day development and tasking of each project, participates as required

  • Attends construction meetings to ensure clear understanding of Belimed install requirements

  • Works closely with Sales, CH Project Management, Engineering, Field Service, and Production to ensure that all employees and equipment are available

  • Ensures accurate and timely hand-off from Planning & Design to Sales and Service departments

  • Troubleshoots, analyzes, prioritizes, and resolves and/or facilitates resolutions for all problems dealing with in-use equipment.

  • Receives and then assures that all reported quality issues are logged in the appropriate database and will communicate back to the field any relevant resolutions.

  • Dispatches any non-resolved technical issues to field service for onsite resolution.

  • Provides moderate to high level technical support to field service technicians and to customer technicians

  • Maintains data integrity in all aspects of customer contact, beginning with the initial customer contact (case initiation) through service support (work order initiation/resolution), billing, quality collection (issues, solutions), and case closure.

  • Demonstrates superior customer service skills by keeping a positive, caring, can-do attitude and by providing timely updates.

  • Responds to daily customer phone contact to resolve technical/part identification/procurement problems.

  • Communicates with field service technicians as required through all available methods.

  • Fully utilizes and updates the internal databases available. Inputs, monitors, and updates appropriate databases to ensure accurate, timely data that can be used to solve, track and prevent problems. Develops and utilizes processes within the data management system that improve communications, gain efficiencies, and reduce administrative burdens across the Belimed organization.

  • Effectively communicates actions that have been taken and current issue conditions when escalating problems to 3rd level support personnel.

  • Tracks and maintains documentation on department measures.

  • All other duties as assigned

What you need to succeed

Skills/Competencies

The ideal candidate will have:

  • Develops and manages project budgets, schedules, and timelines

  • Employs strong organizational skills

  • Conveys information to all key stakeholders in both written and verbal formats

  • Ability to read and understand construction documents (drawings, details, and technical specifications)

  • Proven problem-solving ability

  • Demonstrated proficiency in technical and customer-facing situations.

  • Ability to successfully interact with both non-technical customers and technical support staff at customer organizations

  • Excellent written and verbal communications skills

  • Must be fluent in standard business software programs like SAP, Sales force and others.

  • Must be independent, self-motivated and success-driven, yet willing to work within a team environment

  • Must be able to prioritize own workload under pressure

  • Ability and willingness to travel up to 50%, primarily in the US with occasional international travel

Experience

The ideal candidate will have:

  • Minimum 3 years' experience with construction project management

  • 3 - 5 years Technical Support experience or Customer Service experience

  • Experience in SAP, MS Office Suite & MS Project, Revit or AutoCAD

  • Experience in interpretation and modification of blueprints, technical literature/drawings and C.A.D. drawings required.

  • Experience in construction management

Education

The ideal candidate will have:

  • Minimum 3 years' experience with construction project management

  • Experience reading and interpreting construction documents

  • Experience in SAP, MS Office Suite & MS Project, Revit or AutoCAD

  • Experience in construction management

  • Associate degree or equivalent related work experience

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Technical Support Manager - Life Science

Belimed, Inc.