Technical Support Manager

SUMMARY

The Technical Support Manager is responsible for the hiring, development and retention of the Technical Support Specialists (in order to deliver the highest level of support and service to our customers for the complete line of products (instruments, reagents and digital products).

Ideal candidates for this position will be located in the Southeast region of the U.S.

RESPONSIBILITIES

Manages the Technical Support Specialist Territory Group to provide technical support services to External Customers, as well as providing support to Sales pre- and post-sale.

This can include but not limited to MVs, LCs, Troubleshooting, side by side evaluations, demos, lectures and support at meetings.

• Manages the Technical Support Territory Group to ensure that all members are well versed with the digital products. Ensures the team actively shares knowledge and works with Training to improve training of internal and external customers.
• Assigns TSS's to the IPO's and Lot Conversion and monitors their progress.
• Manages the day-to-day activities of the TSS to include : prioritizing, scheduling, special projects, etc. as needed by the territory.
• Responsible for staffing, training, monitoring and mentoring team of TSSs, ensuring continuous quality improvement.
• Ensures that the Technical Support Group is in full compliance with all department / company policies and procedures to meet the business and client needs, this includes but is not limited to review and rewriting of TSG workflow guidelines, SOPs, documents, training in house, etc.
• Reviews 25% of all TSS previously reviewed technical documentation submitted by the RSS (method validation, lot conversion, activity reports, statistics, etc.).
• Responds to customer inquiries, at customer site, if required, when difficult and complex situations arise or as needed.
• Completes, maintains, and processes pertinent paperwork and records in a timely manner. Works on projects as assigned.
• Responsible for working with Sales to implement meetings with IHN's and serve as the project manager.
• Responsible for working with Sales to assign appropriate TSS to perform workflow studies, demos, side by side evaluations and support at product meetings like AACC
• Performs all other duties as assigned by management.

QUALIFICATIONS

• B.S. in a related field from an accredited four-year college or university
• MLS (ASCP) required
• Minimum 3 years supervisory / management experience and / or 5 years Field Technical Service employment preferably in coagulation.
• To perform this job successfully, an individual should have knowledge of Excel and Microsoft office suite.
• Current driver's license is mandatory.
• Ability to read, analyze and interpret complex documents; respond effectively to technical inquiries and customer complaints.

Ability to write and deliver effective and persuasive technical and non-technical presentations to senior management, sales and service staffs, and customer representatives.

Ability to work with mathematical concepts such as fractions, percentages, bias, ratios and proportions to practical situations.

Ability to apply clinical knowledge to data review and analysis.

Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions.

Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems. Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, etc.

Ability to deal with a variety of abstract and concrete variables.

• Required to travel up to 75%, including overnight stays, air travel, and international travel.
29 days ago