Technical Manager
Há 9 horas
Overview Technical Manager role at MGI. Manage a team of Field Service Engineers and Technical Support staff. Responsible for meeting customer needs and expectations in a timely manner. Include coaching and mentoring of Field Service and Technical Support personnel and guidance of departmental goals for Field Service and Technical Support. Responsibilities Reporting directly to the Head of Latam region. Interface and partner with the Global Technical Support Manager, the (global) Training Manager, Sales Manager of Service Sales and various levels of MGI management. Define individual training and developmental needs for MGI Field Service and Technical Support personnel. Assist Head of Latam in making recommendations concerning hiring and staffing requirements. Strategize utilization of resources and evaluate individual performances on a quarterly basis. Manage workload and response times of Field Service and Technical Support personnel; ensure calls are documented, logged, re-evaluated and/or re-assigned to fulfill customer needs. Manage travel costs of Field Service engineers/ FAS. Manage Field Service inventory controls. Manage and report critical information from Director Global Field Service to Field Service and Technical Support personnel in a timely manner. Provide continuous feedback to Field Service and Technical Support personnel to ensure goals and requirements are met for: response times, call logs, and first-time resolution rates. Be responsible for CEC (Center of Customer Experience)/technical responsibility of demolab. Able to cover the whole Latam timezone. Education & Experience Master’s degree or above in Genetics, Molecular Biology, Bioinformatics or related subject. NGS academic training or background or work experience preferred. Undergraduate candidates with outstanding knowledge and skills are welcome as well. A minimum of 5 years’ experience in technical support / customer relations and field service management. Skills & Competencies Learning on the fly—learns quickly and is open to change. Organizational agility—understands how to navigate proper channels to get things done. Peer relationships—cooperative, team player, trusted and supported by peers. Planning—sets specific goals and objectives; can plan for length and difficulty of assignments and break down projects into tasks. Priority setting—focus on what is most important. Communication—effectively communicates. Willingness to travel mainly within the appointed region; for training or occasional special calls, international travel including China may be required. Benefits MGI offers a comprehensive and competitive benefits package including, but not limited to: Medical Coverage, Odonto Coverage, Travel Insurance, Meal voucher, Gym allowance. Additional MGI does not accept unsolicited agency resumes. Equal employment opportunity without regard to race, color, religion, sex, national origin, sexual orientation, gender identity and/or expression, age, disability, veteran or uniformed service status, or any other characteristic protected by applicable law. Job Details Seniority level: Mid-Senior level Employment type: Contract Job function: Engineering and Information Technology #J-18808-Ljbffr
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