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Product Support Manager

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Product Support Manager

  • 2020-17617
  • Benicia, California, United States

Bio-Rad Laboratories is seeking a Product Support Manager to lead a technical support team for the company's clinical immunology platforms and assays.  The team is responsible for managing escalated complaint investigation activities within the Clinical Diagnostics Group.  As such, the Product Support Manager serves a critical role in supporting the quality management system in this regulated environment.  The successful candidate will be highly collaborative, working closely with the Marketing, R&D, Manufacturing, and RA/QA departments to resolve customer product concerns.  Additionally, the Product Support Manager oversees global technical training programs, technical communications, and product support planning for new and existing products.

Responsibilities

  • Lead assigned Technical Support Engineers to manage escalated complaint investigation activities; scope includes instrument, software, and reagent related complaint investigations.
  • Manages technical communications, documentation and product support plans for existing and new products.
  • Plans and executes global training programs to achieve business objectives.
  • Monitors, analyzes, and provides regular reports on key indicators and other related performance data.
  • Interacts with multiple teams to resolve high level and complex technical support requirements.
  • Represents the complaint handling function in routine audits by global regulatory authorities.
  • Recruits and develops staff to maintain a highly effective team.
  • Occasional travel required.

Qualifications

  • BS degree in life sciences, medical technology, or engineering discipline. Advanced degree preferred.
  • 5+ years technical product support and/or quality management experience in a regulated industry. Previous management experience strongly preferred.
  • Ability to work effectively with international and cross functional teams.
  • Demonstrated exceptional problem solving, decision-making, and troubleshooting skills are critical.
  • Strong customer service, negotiation, conflict resolution, leadership, project management, organizational, time management, verbal and written communication skills.
  • Experience with infectious disease testing/autoimmunity fields and associated instruments/products would be a significant plus.

 

About Bio-Rad:

Bio-Rad is a global leader providing a broad array of clinical diagnostics and life science research products. With a team of more than 8,000 employees and a global network of operations serving our customers, we help people live longer, healthier lives.

Bio-Rad was founded over six decades ago and has continued to provide the healthcare industry with innovative and useful products that help life science researchers accelerate the discovery process and medical diagnostic labs obtain faster, better results.

EEO/AA Employer/Veterans/Disabled/Race/Ethnicity/Gender/Age

 

Agency Non-Solicitation: 

Bio-Rad does not accept agency resumes, unless the agency has been authorized by a Bio-Rad Recruiting Representative. Please do not submit resumes unless authorized to do so. Bio-Rad will not pay for any fees related to unsolicited resumes.

 

 

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