For our client, one of the worldwide leading manufacturers of measuring instruments and test assays for clinical diagnostic and life science, we are currently looking for this permanent position

Senior Manager Technical Support Life Sciences - EMEAI

Vertragsart: Festanstellung

Auftragsnummer: A485-769

Startdatum: 01.10.2018

Einsatzort: Europa


Ihre Aufgaben:

  • Lead the EMEAI Technical Support team, responsible for local support strategy and plans, preparing the local service organizations, field applications and technical training to support new product launches and lead the team through product introduction.
  • Drive improvement for key service processes throughout the region
  • Manage all training activities associated to the European Training Center
  • Monitor and improve distributor field service support throughout the region by partnering with sales leaders, distributor first level management and local service management
  • Own and drive the escalation process, ensure acceptance, containment, and closure of high impact escalations within expected targets
  • Drive team engagement by setting objectives and creating development plans to achieve desired outcomes
  • Develop strong working relationships with internal business partners and functions Customer Satisfaction
  • Internal and external customer satisfaction in all aspects of the job
  • Increased throughput, decreased downtime and regular upgrades.
  • A clear advocate for the customer (internal and external) and a steward for the company
  • Communicates regularly with customers to learn about their business challenges and requirements
  • Drives a sense of urgency to ensure customer needs are addressed promptly and with an emphasis on a “first time fix”
  • Understands customer perception and the associated business impacts, and is commercially capable of resolving customer issues in a rapid fashion Financial Management
  • Manage team associated revenue objectives
  • Drives general cost reduction by identifying and analyzing appropriate opportunities Continuous Improvement
  • Leads by example to develop a robust continuous improvement culture
  • Assumes accountability around daily management and monthly KPI’s
  • Aggressively seeks out opportunities for improvement
  • Acts as an advocate of DBS and leverages internal and external DBS expertise to map improvement plans and drive sustainable improvements
  • Builds and develops a team of capable problem solvers that can work independently and collaboratively with other functional groups

Ihre Qualifikationen:

  • Master degree in Science, Engineering or Business (or equivalent)
  • Minimum 10 years of successful technical management experience, including minimum 5 years of people management
  • Demonstrated experience leading continuous improvement via Lean Six Sigma methods
  • Excellent problem solving and analytical skills
  • Strong leadership skills, positive attitude and motivator • Inclination and ability to listen to various stakeholders (e.g. Customers, Sales, Service) and generate actionable insights
  • Successfully deliver results while quickly adapting to changing priorities and unforeseen challenges.
  • Ability to work independently, make fast decisions and prioritize tasks
  • Excellent English (written and oral), French, German or Italian would be an asset
  • Highly computer literate (especially in Excel, PowerPoint, and Oracle a plus)
  • Willing to travel 40% of the time to support technical support and distributor management duties