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Responsible for a Specialized Service team with an emphasis on standardization, accuracy and quality that drives team performance and ensures the delivery of world class customer service. The Product Line Support Group Leader provides operational direction, drives field service technical competency, escalation management resolution, and promotes a culture of continuous improvement.
Job Responsibility:
Provide leadership, support, and oversight to a team of field service engineers
Monitor Key Performance Indicators
Create and implement standardized processes
Observe and assess North America Service & Support staff from a technical perspective
Provide direct oversight, management and action planning of escalated customers and unresolved instrument issues
Provide direct support to Field Service Engineers to diagnose, analyze, troubleshoot, and fault isolate instrument symptoms
Maintain expert knowledge of current Werfen products
Responsible for complying with all applicable Quality and Regulatory requirements
Creates, communicates, and distributes innovative technical content
Requirements:
Associates Degree in Electronics, Biomedical Engineering, Medical Technology, or related industry training required
Minimum 7 years of experience in a service, support, or similar role within a healthcare customer-facing or support environment
Minimum of 2 years in a leadership position preferred
Working knowledge of Laboratory Information Systems, Data Management Solutions, and network connectivity
Working knowledge of personal computers and Windows Operating Systems
Strong decision making skills
Advanced organizational and time management skills