Technical Manager

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MGI is at the forefront of genomics innovation, delivering high-quality genetic sequencers and advancing life sciences research. We’re dedicated to creating affordable, effective healthcare solutions and expanding regional operations across the Americas.

Ready to make an impact in life sciences and healthcare? Join us on this exciting journey toward affordable and effective solutions for all

Summary:

This individual will be required to manage a team of Field Service Engineers and Technical Support staff. This individual will be responsible to ensure that customer needs and expectations are met in just and timely manner. Individual will also be responsible for the coaching and mentoring of Field Service and Technical Support personnel assigned as well as provide and assist in the guidance of quantifiable departmental goals for Field Service and Technical Support.

Responsibilities:

- Reporting directly to the Head of Latam region.

- The position will directly interface and partner with the Global Technical Support Manager, the (global) Training Manager, Sales Manager of Service Sales and various levels of MGI management.

- Defining individual needs of MGI Field Service and Technical Support personnel with regard to training and developmental needs. Assisting Head of Latam in making recommendations concerning hiring and staffing requirements. Strategizing utilization of resources and evaluating individual performances of assigned personnel on a quarterly basis

- Managing workload and response times of individual Field Service and Technical Support personnel and to ensure that calls are being documented, logged, re-evaluated and or re-assigned when needed to fulfill customer needs

- Managing travel costs of Field Service engineers/ FAS

- Managing Field Service inventory controls

- Managing and reporting critical information from Director Global Field Service to Field Service and Technical Support personnel in a timely manner

- Providing continuous feedback to Field service and Technical Support personnel to ensure that goals and requirements are being met for the following:
o Response Times / Call logs
o First time resolution rates

- Manager and responsible for CEC (center of customer experience)/ technical responsible of demolab

- Able to cover the whole Latam timezone

Education/Experience:

Master’s degree or above in Genetics, Molecular Biology or Bioinformatics or related subject. With NGS academic training or background or work experience preferred. Undergraduate with outstanding knowledge and skills is welcomed as well.
A minimum of 5 years’ experience in technical support / customer relations and field service management.
Learning on the Fly—learns quickly/open to change.
Organizational Agility—knows how to go through the proper channels to get things done.
Peer Relationship—cooperative, team player, trusted and supported by peers.
Planning—sets specific goals and objectives, ability to plan for the length and difficulty of assignments, ability to break down projects into specific tasks/steps.
Priority Setting—focuses on what is most important.
Communications—effectively communicates
Willingness to travel mainly within the appointed region. For training or occasional special calls, international traveling including China is required.

Benefits:
MGI offers its eligible employees and their dependents (including domestic partners) a comprehensive and competitive benefits package including but not limited to:
Medical Coverage
Odonto Coverage
Travel Insurance
Meal voucher
Gym allowance

MGI 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. Unsolicited resumes received will be considered property of MGI and will be processed accordingly without fee.
MGI has the sole discretion to determine with whom we will enter into a contract. If you wish to work with Complete Genomics, please contact the Human Resources department at: careers@completegenomics.com.
MGI provides 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.