Technical Service Lead

4 weeks ago

Atlanta, Georgia, United States Copan Diagnostics, Inc Full time
Job Summary

The Regional Service Manager is responsible for overseeing field service and technical engineering support for Copan Diagnostics Automation customers in the Americas region. This position reports to Copan Diagnostics Inc. Technical Service Directors and VP of Service.

Key Responsibilities
  • Leadership and Management
    • Effectively lead and manage a team of Field Service Engineers to achieve performance objectives
    • Train, coach, and counsel team members to enhance technical and customer-facing skills
    • Manage open issues and organize intervention as needed
    • Act as a resource on the installation of new equipment
    • Manage weekend on-call schedule of team of Field Service Engineers
    • Review and approve vacation requests, expense reports, and other administrative tasks
  • Technical Expertise
    • Provide technical support to customers and team members on automated medical diagnostic equipment
    • Achieve performance measures associated with equipment maintenance, productivity, customer satisfaction, and other performance standards
    • Complete all necessary documentation of activities involving the servicing of equipment in accordance with manufacturer requirements
  • Customer Service
    • Adhere to the highest level of customer service while addressing customer concerns and requests
    • Instruct customer personnel on safe equipment operation when necessary
    • Assist in sales activities and training of relevant automation as requested
  • Team Collaboration
    • Work closely with and support counterparts in Sales and Laboratory Applications
    • Assist Service Directors and VP of Service in Departmental projects and activities
    Requirements
    • Education and Experience
      • B.S. Degree or equivalent work experience required, preferably with automation related to a laboratory or hospital setting
      • Minimum 2 years' relevant work experience in an engineering or field service environment
      • Prior field experience in technical clinical training preferred
    • Skills and Abilities
      • Excellent communication and interpersonal skills, including conflict resolution and troubleshooting skills
      • Superior presentation and demonstration of products
      • Knowledge of workflow as they relate to the laboratory that are important to the system implementation
      • Flexibility and ability to initiate new assignments and successfully complete them
      • Attention to detail, constantly and persistently striving for excellence in technical and customer-facing skills
      • Superior project management abilities, leading conference calls, teaching, motivational, and organizational skills with a proven track record of accomplishments
      • Professionalism in customer, cross-team interactions with high concern for customer needs and expectations
      • Knowledge and experience of technical support
      • Computer literacy required
      • Ability to travel domestically and internationally
      • Ability to be on call during evenings/weekends as needed
      Working Conditions
      • While performing the duties of this job, the employee is regularly exposed to a lab environment
      • The employee is frequently exposed to moving mechanical parts
      • The employee is occasionally exposed to bodily fluids and biological contaminants. PPE is required
      • The noise level in the work environment is usually moderate

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