Description : Technical Support Manager. Company : Azenta. Location : +1 locationRemote
At Azenta, new ideas, new technologies and new ways of thinking are driving our future. Our customer-focused culture encourages employees to embrace innovation and challenge the status quo with novel thinking and collaborative work relationships.
All we accomplish is grounded in our core values of Customer Focus, Achievement, Accountability, Teamwork, Employee Value and Integrity.
The Technical Support Manager oversees the technical support of field engineers, service partners, and customers who are diagnosing, troubleshooting, and/or repairing complex equipment, sophisticated systems (computer, software and/or applications). They supervise those that respond to situations where standard procedures have not isolated or fixed problems in equipment, systems, and/or software. They establish and maintain lines of communications with others on design, reliability and maintenance and ensures that personnel are current with latest updates. This leader may be involved with installation/implementation activities and training programs while also being involved in selecting, developing, and evaluating personnel.
WHAT YOU’LL DO:
Develop and implement effective technical support strategies for all service-related employees and channel partners who provide aftermarket services.
Lead and direct a team to provide Global product support for all Life Science products
Monitor leading indicators (or key process indicators) of customer satisfaction
Develop and implement standard operating procedures, performance metrics, and feedback mechanisms for the support engineers
Develop and implement incident management procedures for high severity events
Ensure that our capabilities are aligned with customer demands including differences in product mix, region, languages and time zones
Lead efforts to ensure product and technical support, customer service, training and field service readiness while improving participation in the product development process. Develop and maintain training content/tools to support blended learning technologies.
Develop and manage operational budgets and business cases to support investment requests.
Responsible for driving the Customer Allegiance initiative
WHAT WE’RE LOOKING FOR:
Experience delivering technical support and training
Has worked in a service environment and has an excellent knowledge of customer service, field service, depot repair, and technical service
Strong customer focus and a passion for delivering excellent customer service
The ability to plan, coordinate, and prioritize multiple and simultaneous projects, issues, and activities
Familiarity with remote desktop applications and help desk software (eg. Zendesk, Service Lightning)
Ability to diagnose and troubleshoot basic technical issues
Ability to provide step-by-step technical help, both written and verbal
Excellent problem-solving and communication skills
Industry experience developing and implementing training and technical support programs, preferably with a global reach and within a product/field services business architecture
Ability to present and influence and an executive level, and ability to build positive relationships across multiple layers in the organization
Excellent interpersonal skills (both written & oral) required.
Proficient with MS Office Suite, eLearning systems.
EDUCATION / EXPERIENCE
Bachelor’s or advanced degree with significant experience necessary to possess an in-depth understanding of the technologies and functions.
Minimum 4 years of experience, preferably in field service and leading a team of Field Service Engineers
Industry experience in life science, healthcare, medical device, or pharma related industry is a plus
