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Senior Manager, Technical Support and Service Operations

3 months ago

Bedford, United States The Ladders Full time
Overview

Werfen

Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain. We are a worldwide leader in specialized diagnostics in the areas of Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. Through our Original Equipment Manufacturing (OEM) business line, we research, develop, and manufacture customized assays and biomaterials. We operate directly in 30 countries, and in more than 100 territories through distributors. Our Headquarters and Technology Centers are located in the US and Europe, and our workforce is more than 7,000 strong.

Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We're passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.

Position Summary:

Reporting to the Director of Service and Support, the Senior Manager provides leadership and strategic direction within the North America Service and Support organization. This individual is responsible for the development and implementation of systems, processes, and critical business procedures within the North America Service organization in order to achieve department objectives and drive continuous improvement of customer support and satisfaction.

In addition, this position includes direct oversight and management of the Technical Support Group (TSG), which is responsible for providing hardware, software, applications, and connectivity/integration support for all products and IT Solutions in the Acute Care Diagnostics (ACD) and Hemostasis market segments for direct customers in a Call Center environment.

Responsibilities

Key Accountabilities

Essential Functions:
  • Develops and implements policies and procedures for North America Service and Support.
  • Responsible for the direct oversight of the TSG ACD and Hemostasis Business Line Managers.
  • Develops and executes strategic business plans and annual objectives to address short and long term TSG departmental goals
  • Develops and maintains applicable business and regulatory policies and procedures within the Quality Management System.
  • Responsible for the design and execution of workflow optimization to support positive customer experience.
  • Responsible for establishing, managing and reporting Key Performance Indicators to functional management.
  • Partners with North America Training Center to continuously enhance training curriculum for TSG staff development.
  • Develops and communicates clear organizational structure, including recruitment strategy, staffing requirements, training plans, recognition, division of responsibility, definition of roles and accountabilities.
  • Coordinates and serves as primary liaison with internal support departments, including North America Commercial Operations, Client Services, IT, Strategic Business Unit, RA/QA, Manufacturing and Finance to develop and implement cross department processes required to improve North America Service Operations, to maximize service efficiency, increase service revenue and control operating cost
  • Assist Field Managers to resolve complex service operation and business problems by making solid decisions collaborating with the field service management and internal support staff
  • Works with Director of Service and Support and Finance to prepare annual service operational budget
  • Performs other duties and responsibilities as assigned by North America Director of Service & Support
Budget Managed (if applicable):
  • Technical Support - Call Center Operations Budget
Internal Networking/Key Relationships:
  • Client Services
  • IT
  • Finance
  • Quality Assurance and Regulatory Affairs
  • Strategic Business Unit
  • Commercial Operations
  • Manufacturing
Skills & Capabilities:

Strong Leadership

Strategic business planning, ability to execute tactically

Highly accountable and drives accountability

Ability to communicate and present across ll levels of the organization

Effective Oral and Written Communication skills

High Level Decision Making

Ability to effectively manage multiple priorities in a fast paced and deadline driven environment

Process oriented with focus on continuous improvement

Qualifications

Minimum Knowledge & Experience Required for the Position:
  • Bachelor's Degree in Business, Engineering, Biomedical Engineering, or Science (Medical Technology, iology, Biochemistry) plus a minimum of 7 years of work experience in sales, service/applications/support/engineering management capacity
  • Associates' Degree in Business, Engineering, Science plus a minimum of 10 years of work experience in sales, service/applications/support/engineering management capacity
  • MBA highly desirable.
  • Project management experience is desirable
  • A solid understanding of business systems, computer hardware and software
  • Language fluency: English
International Mobility:
  • No
Travel Requirements:
  • 20% of time may be required for trave

Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process, please contact NA[redacted] for assistance.

www.werfen.com