Senior Technical Customer Support Manager

Bio-Rad is looking for a Senior Technical Customer Support Manager to direct and lead the assigned Managers and Product Support Engineers and related support/service staff to achieve departmental performance and customer satisfaction objectives. 

Responsibilities

• Directs, supervises, and leads the product support organization through a team of Technical Support Managers and Product Support Engineers with overall responsibility for the entire product line of instruments, apparatus and consumables.
• Develops and executes the overall support systems, operational processes and policies, escalation procedures and technical staff training.
• Determines, sets, and executes, the Product Support group strategy, establishes policies and applicable procedures to guide and develop the function.
• Develops a complete and comprehensive strategy to support and train field service personnel on field serviceable instruments
• Plans and executes customer support programs to achieve business objectives.
• Monitors, analyzes, and provides monthly, quarterly, etc, reports on key indicators and other related performance data.  Measures service levels against established objectives.
• Interacts with the team to resolve high level and complex technical support requirements.

Qualifications

Bachelor's degree or equivalent in a life science, engineering or other related technical field.

• Master’s degree strongly preferred.
• 5+ years supervisory/management experience preferred.  Total of 12+ years’ experience working in technical support/service, or equivalent combination of education and experience.
• Supervisory/management experience in life science and/or clinical diagnostics preferred
• Strong customer service, negotiation, conflict resolution, leadership, project management, organizational, time management, Excel, Word, PowerPoint, and verbal and written communication skills.
• Experience in a Product Support/Service environment, planning for normal operations and contingencies.
• Advanced knowledge of service and support organization structure and design to structure support/service teams and individuals.
• Advanced knowledge of organization tasks and responsibilities, combined with interviewing skills, to select and acquire people capable of achieving department objectives.
• Advanced knowledge of performance measurement systems, such as accounting and finance, to manage department resources within a budget.

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.

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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.