Sr Manager, Global Customer Service

3 weeks ago

Salt Lake City, United States Biofire Diagnostics Full time

Position Summary

Lead the Global Customer Service Organization (L2) team members and manage daily operations to provide technical support to subsidiaries and distributors. Coordinate efforts with the departmental leadership to provide world-class customer support, drive, and design process changes, implement process improvements and remove barriers to productivity. Assumes a leadership role in overseeing the support of the systems, software, and connectivity segments of the BIOFIRE range. Directly contribute to bioMerieux business development by leading operational initiatives related to customer satisfaction, sales increase, cost containment.

Primary Duties

1.Ensure second level support is available through adequate staffing and scheduling of the support staff.

2.Monitor complaint escalations, agent productivity/service levels, and data through quality monitoring evaluations.

3.Provide expert technical knowledge and collaborate with internal support teams to resolve difficult/complex situations related to systems, software and connectivity.

4.Manage daily Global Customer Service Center operations - including people resources, tools, processes.

5.Manage a team of Application Specialists, including Connected Systems Specialists.

6.Provide performance feedback to direct reports through one-on-one sessions.

7.Manage professional development and coach direct reports in alignment with department leadership.

8.Ensure the training of team members meets department standards and work with senior team members to assess the quality of the training programs and tools.

9.Monitor key performance indicators (KPIs) utilization and productivity and escalate concerns to department leadership for action.

10.Manage the training of subsidiaries and distributors with additional education and technical assistance as needed or as product enhancements are launched that require additional training or implementation.

11.Initiate, lead, and monitor interdepartmental projects related to systems, software and connectivity as needed.

12.Promote customer voice in the company projects.

13.Provide extensive knowledge, techniques, and practices to conduct successful negotiations in cross departmental initiatives. Frequently influence others on conflicting objectives.

14.Collaborate with internal teams to develop and maintain reports, dashboards and processes for the technical support staff and upper management to drive continual improvements.

15.Identify needed improvements in current technical support processes and update needed changes to SOPs.

16.Work with department leadership to control operating expenses within established budgets.

Training and Education

Bachelor's degree in biological sciences, engineering, or computer science/IS/IT required. Master's degree preferred.

Experience

* Minimum of six years of relevant industry (Networking or LIS/LIMS (IS/IT), Service Engineering, and/or Laboratory experience in Microbiology/Molecular Biology for a clinical hospital lab, or a LIS middleware provider) experience.
* Minimum of five years of customer facing experience.
* Minimum of one year of Technical Support Center experience.
* Laboratory experience in Molecular Biology or Microbiology preferred.
* Project management and change management experience preferred.

Knowledge, Skills, and Abilities

1.Demonstrate exceptional leadership skills, able to work independently, effectively multitask to meet deadlines and competing priorities in a fast-paced environment.

2.Excellent written and oral communication skills.

3.Excellent computer skills, including Microsoft Office Suite.

4.Exhibit good interpersonal and diplomacy skills, excellent verbal, and written capabilities through previous experiences such as teaching, sales, or management.

5.Exhibit sound decision-making ability, including problem resolution.

6.Previous project management experience and/or contributing to process enhancement projects preferred.

7.Strong analytic and problem-solving abilities, proficient at data analysis.

8.Salesforce experience is preferred.

  • Sr Manager, Global Customer Service

    3 weeks ago

    Salt Lake City, United States Biofire Diagnostics, LLC Full time

    Lead the Global Customer Service Organization (L 2) team members and manage daily operations to provide technical support to subsidiaries and distributors. Coordinate efforts with the departmental leadership to provide world-class customer support, d Customer Service, Manager, Technical Support, Support Staff, Service Engineer, Global, Manufacturing, Retail

  • Sr Manager, Global Customer Service

    3 weeks ago

    Salt Lake City, United States Biomerieux S.A. Full time

    Description Position Summary Lead the Global Customer Service Organization (L2) team members and manage daily operations to provide technical support to subsidiaries and distributors. Coordinate efforts with the departmental leadership to provide world-class customer support, drive, and design process changes, implement process improvements and remove...

  • Sr Manager, Global Customer Service

    1 month ago

    Salt Lake City, United States bioMerieux SA Career Site - MULTI-LINGUAL Full time

    Description Position SummaryLead the Global Customer Service Organization (L2) team members and manage daily operations to provide technical support to subsidiaries and distributors. Coordinate efforts with the departmental leadership to provide world-class customer support, drive, and design process changes, implement process improvements and remove...

  • Sr Manager, Global Customer Service

    1 month ago

    Salt Lake, Utah, United States bioMerieux SA Career Site - MULTI-LINGUAL Full time

    Description Position SummaryLead the Global Customer Service Organization (L2) team members and manage daily operations to provide technical support to subsidiaries and distributors. Coordinate efforts with the departmental leadership to provide world-class customer support, drive, and design process changes, implement process improvements and remove...

  • Analyst, Global Business Services

    2 weeks ago

    Salt Lake City, United States Utah World Trade Center Corporation Full time

    Job Description Job Description Are you a strategic thinker and persuasive communicator? Do you thrive both independently and as part of a dynamic team? If so, we invite you to bring your talent to our Global Business Services team! About Us At WTC Utah, our mission is to bridge local companies with global opportunities. Our Global Business Services Division...

  • Analyst, Global Business Services

    3 weeks ago

    Salt Lake City, United States Utah World Trade Center Corporation Full time

    Job DescriptionJob DescriptionAre you a strategic thinker and persuasive communicator? Do you thrive both independently and as part of a dynamic team? If so, we invite you to bring your talent to our Global Business Services team!About UsAt WTC Utah, our mission is to bridge local companies with global opportunities. Our Global Business Services Division is...

  • Analyst, Global Business Services

    7 days ago

    Salt Lake City, United States Utah World Trade Center Corporation Full time

    Job DescriptionJob DescriptionAre you a strategic thinker and persuasive communicator? Do you thrive both independently and as part of a dynamic team? If so, we invite you to bring your talent to our Global Business Services team!About UsAt WTC Utah, our mission is to bridge local companies with global opportunities. Our Global Business Services Division is...

  • Analyst, Global Business Services

    3 days ago

    Salt Lake City, United States Utah World Trade Center Corporation Full time

    Job DescriptionJob DescriptionAre you a strategic thinker and persuasive communicator? Do you thrive both independently and as part of a dynamic team? If so, we invite you to bring your talent to our Global Business Services team!About UsAt WTC Utah, our mission is to bridge local companies with global opportunities. Our Global Business Services Division is...

  • Global Payroll Manager

    1 day ago

    Salt Lake City, United States Recursion Pharmaceuticals Full time

    The Impact You'll Make * Ensure compliance with US jurisdictional payroll laws for the US, Canada, and the United Kingdom, as well as best practices * Liaise between 3rd party local/provincial payroll consultants * Help to ensure optimal functionality with existing and future payroll and related systems * Resolve all payroll discrepancies and irregularities...

  • Guest Service Agent

    7 days ago

    Salt Lake City, United States Global Parking Systems Full time

    Global Parking Systems are experts in the management of parking lots, valet services, parking management and shuttle operations at airports across the country. Global Parking Systems also partner with SP Plus Parking Corporation, a leader in the parking management space. Together, we are committed to making the parking experience a first-class enjoyable one...

  • Stanchions (Customer Service Rep.)

    11 hours ago

    Salt Lake City, United States GLOBAL PARKING SYSTEMS Full time

    Job DescriptionJob DescriptionGlobal Parking Systems are experts in the management of parking lots, valet services, parking management and shuttle operations at airports across the country. Global Parking Systems also partner with SP Plus Parking Corporation, a leader in the parking management space. Together, we are committed to making the parking...

  • Sr. Relationship Manager – Global Commercial Banking

    1 day ago

    Salt Lake, Utah, United States Bank of America Full time

    Job Description:At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for...

  • Guest Service Agent

    1 week ago

    Salt Lake City, United States GLOBAL PARKING SYSTEMS Full time

    Job DescriptionJob DescriptionGlobal Parking Systems are experts in the management of parking lots, valet services, parking management and shuttle operations at airports across the country. Global Parking Systems also partner with SP Plus Parking Corporation, a leader in the parking management space. Together, we are committed to making the parking...

  • Guest Service Agent

    1 week ago

    Salt Lake City, United States Global Parking Systems LLC Full time

    Global Parking Systems are experts in the management of parking lots, valet services, parking management and shuttle operations at airports across the country. Global Parking Systems also partner with SP Plus Parking Corporation, a leader in the parking management space. Together, we are committed to making the parking experience a first-class enjoyable one...

  • Global Payroll Manager

    21 hours ago

    Salt Lake City, United States BioSpace Full time

    Job DetailsYour work will change lives. Including your own.The Impact You'll Make Ensure compliance with US jurisdictional payroll laws for the US, Canada, and the United Kingdom, as well as best practices Liaise between 3rd party local/provincial payroll consultants Help to ensure optimal functionality with existing and future payroll and related systems...

  • Sr Manager, Events and Trade Shows

    12 hours ago

    Salt Lake City, United States BIOMERIEUX, INC. Full time

    BIOMERIEUX, INC. Sr Manager, Events and Trade Shows SALT LAKE CITY , Utah Apply Now Location: Salt Lake City, UT, United StatesPosition Type: Unfixed TermJob Function: Marketing Share: share to e-mail Apply Now > A family-owned company, bioMerieux has grown to become a world leader in the field of in vitro diagnostics. For almost 60 years and across the...

  • Director of Global Customer Success

    1 day ago

    Salt Lake, Utah, United States Reebelo Full time

    We are seeking a Director of Global Customer Success to lead and enhance our worldwide customer support operations In this role, you will hire, train, and manage a team dedicated to delivering exceptional experiences for Reebelo customers across APAC, NA, and Europe. You will use data to drive continuous improvements, build efficient processes, and design...

  • Global Payroll Manager

    1 day ago

    Salt Lake City, United States Recursion Full time

    Your work will change lives. Including your own.The Impact You'll MakeEnsure compliance with US jurisdictional payroll laws for the US, Canada, and the United Kingdom, as well as best practicesLiaise between 3rd party local/provincial payroll consultantsHelp to ensure optimal functionality with existing and future payroll and related systemsResolve all...

  • Global Product Manager

    1 day ago

    Salt Lake, Utah, United States bioMerieux SA Career Site - MULTI-LINGUAL Full time

    Description This marketing role manages all aspects of current and future bioMerieux Molecular Panels product development for some dedicated clinical areas, from voice of customer collection, to concept design and to development. This position works closely with system and software Global Marketing team, with Global Marketing Market Data & Insights, R&D,...

  • Global Product Manager

    9 hours ago

    Salt Lake City, United States bioMerieux SA Career Site - MULTI-LINGUAL Full time

    Description This marketing role manages all aspects of current and future bioMerieux Molecular Panels product development for some dedicated clinical areas, from voice of customer collection, to concept design and to development. This position works closely with system and software Global Marketing team, with Global Marketing Market Data & Insights, R&D,...