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Technical Support Manager/medical Instruments
il y a 2 semaines
Career Opportunities with Nova Biomedical Corporation
Nova Biomedical is an Equal Opportunity Employer in compliance with Affirmative Action in hiring and promoting women, minorities, veterans and individuals with disabilities.
**Technical Support Manager/Medical Instruments (France)**:
Nova Biomedical is hiring a **National Technical Support Manager (France)** in our **Regional Office location (France).** The **National Technical Support Manager** is responsible for:
**Job Summary and/or Key Objectives**:
- Coordinating all technical support activities related to all Nova products in the assigned geographical territory.
- Development and management of local Technical Support teams.
- Escalating and administering local incidents and potential complaints.
- Provision of any required device and complaint information to manufacturer and authorized representative.
- Supporting the manufacturer in corporate recall activities and corporate and national withdrawals.
**Essential Responsibilities and Accountabilities**:
- Oversight of project management for all product implementations by coordinating activities of direct reports.
- Providing ongoing support activities/contracts review for existing customers in line with agreed KPIs, maintenance contracts etc.
- Maintaining close and direct customer contact during product implementation projects and following up with after sales customer complaints.
- Complaint escalation and resolution through the appropriate channels in Europe and/or US Tech Support and QA.
- Working closely with local Product Specialists and Account Sales Managers to support on site product evaluation and demonstration activities for all Nova products.
- Ensuring that all technical support activities are adequately reported into the CRM database.
- Appropriate maintenance of the local ticket management system.
- Working closely with the European Technical Support/QA Teams to help define and implement the necessary programs and procedures to achieve company goals and objectives.
- Development and maintenance of department procedures as well as the implementation of corporate support procedures and policies.
- Supporting the development of the local technical support portfolio and accountable for the department revenue growth and expense control.
- Maintenance of local service parts stock and the local technical support workshop.
**Qualifications**:
- Degree in Electronics, medical technology, biochemistry or related life sciences.
- Clinical laboratory or medical device experience.
- Good interpersonal and verbal communication skills.
- Team management and staff development experience.
- Ability to identify root cause of technical problems and provide effective troubleshooting remotely to customers and Nova personnel.
- High level of competency in Microsoft Office Suite (Excel, Word, PowerPoint and Outlook).
- Willingness to travel within the designated territory up to 40% of his/her time with occasional overseas travel.
- Systematic and analytical work methods; good administrative skills and methods.
- Ability to work within a multi-disciplinary team; displays sound technical ability and applies training.
- Able to communicate clearly across language barriers, present training slides through PowerPoint in a class environment.
**Education**: University degree + Management.
**Experience**: 5-10 years experience of Technical Support Management in the field of IVD and/or POC and/or Medical Devices.
At Nova Biomedical, we practice our core values of mutual respect, honesty, and integrity throughout the company. With a strong sense of family in the workplace, we are proud that one third of all our employees have been with us for over 10 years.
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