Technical Support Manager

LausannePermanent2018-05-17Bachelor / University of Applied Sciences
Spring Life Sciences is looking for his client a:

Technical Support Manager

The role:

  • Based in Europe, the Technical Support Manager EMEAI has a leading management role within the EMEAI service organization and reports to the Director Global Technical Support.
  • Provides technical support via phone or email to internal team of (engineers, technicians, and product support personnel) by diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/ or wireless systems.
  • Responds to situations where first line product support has failed to isolate or fix problems in malfunctioning equipment or software. (Highest level of problem escalation)


Responsibilities:

  • Core duties include managing & leading a team of highly specialized technical support specialists, leading the Global Technical Escalation process, applying problem solving skills to ensure customer needs are met and ensuring that all sales and field service associates are fully supported via a highly-capable and technically excellent support team that is motivated to quickly respond to internal and external customer needs.
  • Responsible for developing and conducting technical training for product lines & Manage all training activities associated to the European Training Center
  • Monitor and improve distributor field service support throughout the region by partnering with sales leaders, distributor first level management and local service management
  • Frequently interacting with various departments on all support and management levels as well as with customers over a vast geography, working independently and self-organized, prioritizes activities to ensure that departmental key milestones are achieved and develops continuously his skills.


Qualification:

  • Undergraduate degree in Science, Engineering or Business
  • Minimum 5 years of successful technical management experience
  • Demonstrated experience leading continuous improvement via Lean Six Sigma methods (nice to have)
  • Excellent problem solving and analytical skills
  • Strong leadership skills, positive attitude and motivator
  • Inclination and ability to listen to various stakeholders (e.g. Customers, Sales, Service) and generate actionable insights
  • Sense of Urgency - must have the drive/ motivation to take action. Must be able to prioritize daily activities and determine what requires immediate attention
  • Strong Interpersonal and communication skills - must be able to remain calm when dealing with difficult customers/ peers and have strong communications skills both with internal associates and external customers
  • Willing to travel up to 15 % of the time to support technical support and distributor management duties


Your contact

Are you interested? Please apply directly online.

The reference of this job ad is JN -052018-49559

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