Sr Manager, Global Customer ServiceLocation: Salt Lake City, UT, United States
Position Type: Unfixed Term
Job Function: Customer ServiceShare:
share to e-mailApply Now >A family-owned company, bioMerieux has grown to become a world leader in the field of in vitro diagnostics. For almost 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 44 countries and serve 160 countries with the support of a large distribution network. This includes our SLC site, formerly known as BioFire Diagnostics.Description
Position SummaryLead the Global Customer Service Organization (L2) team members and manage daily operations to provide technical support to subsidiaries and distributors. Coordinate efforts with the departmental leadership to provide world-class customer support, drive, and design process changes, implement process improvements and remove barriers to productivity. Assumes a leadership role in overseeing the support of the systems, software, and connectivity segments of the BIOFIRE range. Directly contribute to bioMerieux business development by leading operational initiatives related to customer satisfaction, sales increase, cost containment.Primary Duties1.Ensure second level support is available through adequate staffing and scheduling of the support staff.
2.Monitor complaint escalations, agent productivity/service levels, and data through quality monitoring evaluations.
3.Provide expert technical knowledge and collaborate with internal support teams to resolve difficult/complex situations related to systems, software and connectivity.
4.Manage daily Global Customer Service Center operations - including people resources, tools, processes.
5.Manage a team of Application Specialists, including Connected Systems Specialists.
6.Provide performance feedback to direct reports through one-on-one sessions.
7.Manage professional development and coach direct reports in alignment with department leadership.
8.Ensure the training of team members meets department standards and work with senior team members to assess the quality of the training programs and tools.
9.Monitor key performance indicators (KPIs) utilization and productivity and escalate concerns to department leadership for action.
10.Manage the training of subsidiaries and distributors with additional education and technical assistance as needed or as product enhancements are launched that require additional training or implementation.
11.Initiate, lead, and monitor interdepartmental projects related to systems, software and connectivity as needed.
12.Promote customer voice in the company projects.
13.Provide extensive knowledge, techniques, and practices to conduct successful negotiations in cross departmental initiatives. Frequently influence others on conflicting objectives.
14.Collaborate with internal teams to develop and maintain reports, dashboards and processes for the technical support staff and upper management to drive continual improvements.
15.Identify needed improvements in current technical support processes and update needed changes to SOPs.
16.Work with department leadership to control operating expenses within established budgets.Training and EducationBachelor's degree in biological sciences, engineering, or computer science/IS/IT required. Master's degree preferred.ExperienceMinimum of six years of relevant industry (Networking or LIS/LIMS (IS/IT), Service Engineering, and/or Laboratory experience in Microbiology/Molecular Biology for a clinical hospital lab, or a LIS middleware provider) experience.
Minimum of five years of customer facing experience.
Minimum of one year of Technical
Support Center experience.
Laboratory experience For full info follow application link.
