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Technical Support Manager (Remote Position)

Technical Support Manager (Remote Position)

  • 2021-26432
  • Redmond, Washington, United States

THIS POSITION AND TEAM WORK REMOTELY

 

The Technical Support Manager manages Technical Support Advisors & Technical Support Representatives,

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 objectives 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.

• Manager personnel. Perform employee appraisals for all direct reports. Provide developmental guidance to staff and ensure the department has adequately qualified technical and/or administrative personnel to support customers.

• Monitor, analyze, and provide monthly and quarterly reports on key indicators and other related performance data. Measure service levels against established objectives.

• Work with Quality, Product Support, 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 degree or equivalent in Medical Lab Science, Bioengineering or Life Sciences.

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.

Experience with Salesforce CRM (SFDC) and/or SAP a plus.

 

Vaccination Requirement: 

 

Due to the higher threat of more infectious and deadly COVID-19 variant strains emerging, Bio-Rad recently announced a new mandatory vaccination

policy requiring its US employees to be fully vaccinated against COVID-19 as a condition of employment. Bio-Rad will make reasonable accommodations

for valid exemptions based on disability, medical, or religious reasons. With this policy, Bio-Rad joins a growing list of companies that are prioritizing sound

science and available facts to best ensure the ongoing safety of its employees and the community.

 

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.  #LI-PG1

 

 

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