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Technical Support Manager

hace 2 meses

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

About the Role

This is a key position within Werfen, responsible for leading the Technical Service department and driving service strategy to standardize solutions, processes, and tools across partners and customers.

Key Responsibilities

  • Develop and implement a service strategy to ensure efficient and cost-effective service delivery, while maintaining high customer satisfaction levels.
  • Provide third-level support to distributors, including on-site installations, diagnoses, troubleshooting, service, and repair of complex instruments and systems.
  • Establish an educational program to support distributors in performing routine technical repairs, including updates, retrofits, PMs, product enhancements, and record-keeping.
  • Develop a training program for the distributor's Engineering team on the proper operation, maintenance, and troubleshooting of Werfen instruments and systems.
  • Serve as a liaison between Werfen and distributors, ensuring effective communication and collaboration.
  • Responsible for routine interaction with sales counterparts to address distributor situations, updates, and lead generation.
  • Ensure seamless interaction between distributors and manufacturers for technical matters.
  • Identify opportunities for the introduction of software solutions developed by Werfen, and play a key role in their installation and support.
  • Support Product Managers in leveraging Werfen solutions with IT/Software enhancements.
  • Build and maintain relationships with engineers and technical specialists from the distribution network.
  • Participate in the implementation of Business Unit projects, based on complexity, strategic importance, and special requirements of end-users.
  • Ensure compliance with regulatory bodies, mandated policies, procedures, work instructions, and records.
  • Adhere to Werfen's Code of Ethics.
  • Perform other duties and responsibilities as assigned by the Regional General Manager.

Requirements

  • At least 5 years' experience as a Field Service Engineer in the Healthcare sector, preferably in IVD.
  • Experience in people management, responsible for a Technical Service department.
  • Highly desirable MBA or similar Business-related degree.
  • Good knowledge of networking (wiring, HUB, Switch, DNS//DHCP, firewall solutions, network diagnostics...).
  • Knowledge of automation lines in laboratory environments would be a plus.

Skills and Capabilities

  • Strategic analysis
  • Knowledge of the environment and business
  • Planning
  • Communication skills
  • Decision-making
  • Delegation
  • Problem-solving
  • Leadership
  • Negotiation skills
  • Emotional intelligence

Travel Requirements

40% of Time