Technical Support Manager

hace 2 semanas

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

Job Title: Technical Support Manager

Job Summary:

We are seeking a highly skilled Technical Support Manager to lead our service strategy and implementation roadmap. The successful candidate will be responsible for standardizing service solutions, processes, and tools across our partners and customers, while establishing efficiency, cost reduction, and customer satisfaction initiatives.

Key Responsibilities:

  • Provide third-level support to distributors through on-site installations, diagnoses, troubleshooting, service, and repair of complex instruments and systems.
  • Develop an educational program to support distributors in performing routine technical repairs, including updates, retrofits, PMs, product enhancements, and registration of information.
  • Design a training program for distributors' engineering teams on the proper operation, maintenance, and troubleshooting of Werfen instruments and systems.
  • Act as a liaison between distributors and Werfen.
  • Collaborate with sales counterparts to address distributor situations, updates, and lead generations.
  • Establish mechanisms for interaction between distributors and manufacturers when technical matters require attention.
  • Introduce software solutions developed by Werfen, playing a direct role in installation and support for distributors and end customers.
  • Support product managers in leveraging Werfen solutions with IT/Software enhancements.
  • Create a network among engineers and technical specialists from distributors.
  • 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.

Requirements:

  • At least 5 years' experience as a Field Service Engineer in the healthcare sector, preferably in IVD.
  • Experience in people management as 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 is a plus.

Skills and Capabilities:

  • Strategy 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.

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