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Technical Support Manager, Senior

Responsibilities Directs and supervises a technical support organization through a team of Technical Support Managers with overall responsibility for the entire group product line of instruments, apparatus and consumables. Develops and executes the overall support systems, operational processes and policies, escalation procedures and technical staff training. Determines and sets Technical Support group strategy, establishes policies and applicable procedures to guide and develop the function. Plans and executes customer support programs to achieve business objectives. Monitors, analyzes, and provides monthly, quarterly, etc. reports on key indicators and other related performance data. Measures service levels against established objectives. Interacts with the team to resolve high level and complex technical support requirements. Qualifications Master's degree or equivalent in a life science, engineering or other related technical field. PhD strongly preferred. 5+ years supervisory/management experiencepreferred. Total of 12+ years' experience working in technical support/service, or equivalent combination of education and experience. Supervisory/management experience in life science and/or clinical diagnostics preferred. Strong customer service, negotiation, conflict resolution, leadership, project management, organizational, time management, Excel, Word, PowerPoint, and verbal and written communication skills. Experience in a Technical Support/Service environment, planning for normal operations and contingencies. Advanced knowledge of service and support organization structure and design to structure support/service teams and individuals. Advanced knowledge of organization tasks and responsibilities, combined with interviewing skills, to select and acquire people capable of achieving department objectives. Advanced knowledge of performance measurement systems, such as accounting and finance, to manage department resources within a budget.   Requisition ID 2018-8243
Salary Range: NA
Minimum Qualification
11 - 15 years

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