Technical Support Manager

hace 7 meses

Bogotá, Colombia Werfen A tiempo completo

Overview

Post Date June 28, Number WEBCO-- Job Function Technical Service & Support Location Bogota Country Colombia

About the Position

Job Summary

Define service strategy and its implementation roadmap to standardize service solutions, processes and tools across Werfen partners and customers, while establishing efficiency, cost reduction and customers satisfactions initiatives; align service with manufacture and corporate strategy.

Key Accountabilities

To provide third level support to the distributor, through the performance of on-site installations and necessary diagnoses, troubleshooting, service and repair of complex instruments and systems. Set up an educational program that supports the Distributors into performing routine technical repairs of all systems, including Updates, retrofits, PMs, product enhancements and appropriate register & record of the information. Develop a training program for distributor´s Engineering team in the proper operation, maintenance and troubleshooting of Werfen instruments and systems. Serve as a company liaison with Distributors. Responsible for routine interaction with sales counterparts with respect to Distributors situations, updates, and lead generations Provide mechanisms that guarantee interaction of the distributors with the manufacturers when technical matters need attention. Find the ideal environment for the introduction of Software solutions developed by Werfen, playing a direct role in the installation and support of these systems for the distributors and end customers when applicable. Support Product Managers in Leveraging Werfen solutions with IT/Software enhancements. Create a Networking within engineers and T.S, specialists from the distribution. Actively participating in certain stages of the implementation of BU Projects, based on complexity, strategical importance and special requirements of the end user. Complies with all appropriate regulatory bodies, mandated policies, procedures, work instructions, and records. Ensures compliance with Werfen Code of Ethics. Other duties and responsibilities as assigned by the Regional General Manager

Networking/Key relationships

Leading trough a structured approach the different Technical Service department stake holders (Sales Group, Application Specialists, Finance department, Marketing Team) and building professional and positive relationships with the rest of directors

Minimum Knowledge & Experience required for the position:

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

Skills & 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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