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Tech Support Manager

Tech Support Manager

  • 2021-22752
  • Redmond, Washington, United States

The Tech Support Manager manages Technical Support Advisors, Technical Service Representatives, Technical Support Engineers, Technical Support Trainers, as well as, all related support staff to achieve performance, expense, and customer satisfaction objectives.  Determines and sets Technical Support group strategy, establishes policies and applicable procedures to guide and develop the function.  Position has overall responsibility for the development and performance of all Technical Support staff responsible for providing technical hotline assistance to our US based clinical diagnostic customers. In addition, this position is also responsible for customer training and relevant internal staff training.  Recruits, develops, implements, and coordinates training and development programs for call center staff. Plans and executes customer support programs to achieve business objective established with management.

Responsibilities

  • Manage a team of technical specialists who provide 24 hours/day instrument systems “hotline” support/service (chemistry and hardware) to Bio-Rad diagnostic group customers and company field personnel, in addition to managing customer centralized training activities.
  • Responsible for overall customer satisfaction. Coordinate resources and/or solutions for non-routine customer and/or technical concerns.
  • Ensure timely response to customer complaints and ensure complaint is processed in accordance with Bio-Rad complaint SOPs.
  • Manage departmental operating budgets (technical support and customer training) and monitor activity/performance to ensure operating expenses are consistent with corporate policy and budget projections.
  • Manage personnel. Perform employee appraisals and on all direct reports. Provide developmental guidance to staff and ensure department has adequate qualified technical and/or administrative personnel to support customers.
  • Monitor, analyze, and provide monthly, quarterly, reports on key indicators and other related performance data. Measure service levels against established objectives.
  • Work with Quality, Product Development, Manufacturing, Marketing and Regulatory Affairs to identify product problems, follow through on resolution, assure departmental compliance with regulatory requirements, etc.
  • Responsible for determining the necessity of and the scheduling of training classes or seminars for support personnel.

Qualifications

Education:  Bachelor's or equivalent in Medical Lab Science, Engineering or accompanied by five to ten years of relevant supervisory management and/ or experience in a clinical or regulated lab setting.

 

Experience:  Strong team management skills, process improvement mindset & cross functional relationship building experience.

 

Skills:  Demonstrated troubleshooting, multitasking experience. Professional communication skills (written and verbal), particularly over the phone and via email.  Expertise in creating Key Performance Indicator (KPI) reports, presenting data summaries, data analysis for emerging trends related to product performance.  Derive satisfaction from assisting a team to resolve customer technical problems while helping the company achieve its technical support goals. Teaching, training  or technical support experience a plus.  Demonstrate empathy and excellent leadership skills. Resolve difficult situations with tact and diplomacy.

 

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

To all recruitment agencies: Bio-Rad does not accept agency resumes, unless the agency has been authorized by a Bio-Rad Staffing 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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