Technical Support Manager

hace 4 semanas

Bogotá, Bogotá D.E., Colombia Werfen A tiempo completo

Job Summary

As a Technical Support Manager at Werfen, you will be responsible for defining and implementing service strategies to standardize service solutions, processes, and tools across our partners and customers. You will work closely with our sales team to ensure efficient service delivery and customer satisfaction.

Key Responsibilities

  • Provide third-level support to our distributors through on-site installations, diagnoses, troubleshooting, and repair of complex instruments and systems.
  • Develop and implement educational programs to support distributors in performing routine technical repairs, including updates, retrofits, PMs, and product enhancements.
  • Design and deliver training programs for our distributors' engineering teams on the proper operation, maintenance, and troubleshooting of Werfen instruments and systems.
  • Serve as a liaison between our company and distributors, ensuring effective communication and collaboration.
  • Work closely with our sales team to identify and address customer needs, and to develop strategies for improving service delivery and customer satisfaction.
  • Collaborate with our product managers to leverage Werfen solutions with IT/Software enhancements.
  • Build and maintain relationships with key stakeholders, including sales, application specialists, finance, and marketing teams.
  • Ensure compliance with all relevant regulatory bodies, policies, procedures, and records.

Requirements

  • At least 5 years' experience as a Field Service Engineer in the healthcare sector, preferably in IVD.
  • Experience in people management, preferably as a Technical Service department leader.
  • Highly desirable MBA or similar business-related degree.
  • Good knowledge of networking, automation, and laboratory environments.

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