Technical Manager

4 semanas atrás

Belo Horizonte, Brasil MGI Tempo inteiro

Overview Technical Manager & Field Support - Latam (Biotech/ Ngs Area) at MGI. This role requires managing a team of Field Service Engineers and Technical Support staff, ensuring customer needs and expectations are met in a timely and just manner. The position includes coaching and mentoring personnel and guiding quantifiable 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, the Sales Manager of Service Sales and various levels of MGI management. Define individual training and development 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 re-assigned when needed to fulfill customer needs. Manage travel costs of Field Service engineers/ FAS. Manage Field Service inventory controls. Provide 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 (e.g., Response Times, Call logs, First-time resolution rates). Act as Center of Customer Experience (CEC)/technical responsible 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 training or background preferred. Undergraduate degrees with outstanding knowledge and skills are welcome. Minimum of 5 years’ experience in technical support / customer relations and field service management. Learning agility, organizational agility, teamwork, planning, priority setting, and effective communication. Willingness to travel mainly within the Latam region; training or occasional special calls may require international travel, including to China. Benefits Medical Coverage Odonto Coverage Travel Insurance Meal voucher Gym allowance Additional Information MGI does not accept unsolicited agency resumes. See policy regarding agency fees and resume submissions. MGI is an equal employment opportunity employer, 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. Seniority level Mid-Senior level Employment type Contract Job function Engineering and Information Technology #J-18808-Ljbffr

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