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Technical Manager & Field Support - LatamApply for the Technical Manager & Field Support - Latam role at MGI. About UsMGI is at the forefront of genomics innovation, delivering high-quality genetic sequencers and advancing life sciences research. We are dedicated to creating affordable, effective healthcare solutions and expanding regional operations across the Americas. SummaryThis individual will manage a team of Field Service Engineers and Technical Support staff, ensuring customer needs and expectations are met in a just and timely manner, while coaching and mentoring personnel and guiding department goals. ResponsibilitiesReporting directly to the Head of Latam region. Direct interface with the Global Technical Support Manager, Global Training Manager, Service Sales Manager, and various levels of MGI management. Defining training and developmental needs of Field Service and Technical Support personnel. Assisting the Head of Latam in hiring and staffing recommendations. Strategizing resource utilization and evaluating personnel performance quarterly. Managing workload and response times, ensuring accurate logging and reassignment of customer calls. Managing travel costs of Field Service engineers. Managing Field Service inventory controls. Reporting critical information from the Director Global Field Service to personnel in a timely manner. Providing continuous feedback to ensure goals are met for response times, first‑time resolution rates, and other key performance indicators. Managing the Center of Customer Experience and technical responsibilities of the “demolab”. Ability to cover the entire Latam timezone. Education & ExperienceMaster’s degree or above in Genetics, Molecular Biology, Bioinformatics or related field. NGS academic training or background preferred. Undergraduate with outstanding knowledge and skills also acceptable. Minimum of 5 years’ experience in technical support / customer relations and field service management. Ability to learn quickly and adapt to change. Organizational agility: ability to follow proper channels. Team player, cooperative and trusted by peers. Strong planning and priority‑setting skills. Effective communication skills. Willingness to travel primarily within the appointed region; international travel including China may be required. BenefitsMedical Coverage Odonto Coverage Travel Insurance Meal voucher Gym allowance Agency NoticeMGI does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website, employees, or Human Resources. MGI will not pay fees to any third‑party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Equal Employment OpportunityMGI provides equal employment opportunity without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, veteran or uniformed service status, or any other characteristic protected by applicable law. #J-18808-Ljbffr
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