Nova Biomedical is hiring a National Technical Support Manager (France) in our Regional Office location (France). The National Technical Support Manager is responsible for:
- Responsible for coordinating all technical support activities related to all Nova products in the assigned geographical territory.
- Responsible for development and management of local Technical Support teams.
- Responsible for escalating and administer local incidents and potential complaints.
- Responsible for the provision of any required device and complaint information to manufacturer and authorized representative.
- Responsible to support the manufacturer in corporate recall activities and corporate and national withdrawals.
- Oversight of project management for all product implementations by coordinating activities of direct reports.
- Provides ongoing support activities/contracts review for existing customers in line with agreed KPIs, maintenance contracts etc.
- Maintains close and direct customer contact during product implementation projects and follows up with after sales customer complaints.
- Responsible for complaint escalation and resolution through the appropriate channels in Europe and/or US Tech Support and QA.
- Works closely with local Product Specialists and Account Sales Managers to support on site product evaluation and demonstration activities for all Nova products.
- Responsible for ensuring that all technical support activities are adequately reported into the CRM database.
- Responsible for the appropriate maintenance of the local ticket management system.
- Works closely with the European Technical Support/QA Teams to help define and implement the necessary programs and procedures to achieve company goals and objectives.
- Responsible for the development and maintenance of department procedures as well as the implementation of corporate support procedures and policies.
- Supports developing the local technical support portfolio and accountable for the department revenue growth and expense control.
- Responsible for the maintenance of local service parts stock and the local technical support workshop.
Qualifications:
- Degree in Electronics, medical technology, biochemistry or related life sciences.
- Clinical laboratory or medical device experience.
- Requires good interpersonal and verbal communication skills.
- Requires team management and staff development experience.
- Ability to identify root cause of technical problems and provide effective troubleshooting remotely to customers and Nova personnel.
- High level of competency in Microsoft Office Suite (Excel, Word, PowerPoint and Outlook).
- Willingness to travel within the designated territory up to 40% of his/her time with occasional overseas travel.
- Systematic and analytical work methods; good administrative skills and methods.
- Ability to work within a multi-disciplinary team; displays sound technical ability and applies training.
- Able to communicate clearly across language barriers, present training slides through PowerPoint in a class environment.
Education: University degree + Management.
Experience: 5-10 year’s experience of Technical Support Management in the field of IVD and/or POC and/ or Medical Devices.
At Nova Biomedical, we practice our core values of mutual respect, honesty, and integrity throughout the company. With a strong sense of family in the workplace, we are proud that one third of all our employees have been with us for over 10 years.
