Welcome page Returning Candidate? Log back in! Product Line Support Manager, NoA Job Locations US-MA-Bedford Job ID 2024-8069 Type Regular Full-Time Shift 1st Category Sales Overview Position Summary:

Responsible for the overall level of competency, effectiveness and escalated support as it relates to Werfen instruments and systems for the North America Service & Support organization per the assigned Business Line, and/or System(s).

Responsibilities Key AccountabilitiesEssential Functions: Monitors Key Performance Indicators. Performs data analysis and reviews trends; communicates/presents findings. Initiate/executes action and business plans’ lead cross-functional teams to drive corrective action to improve overall effectiveness, developing new and/or improved processes and documentation.Prepares and executes organizational business plans for new product introduction (and enhancements). Ensures organization readiness to support the product. Drives technical and effectiveness initiatives to meet North American Service & Support operational plan.Works closely with varying roles and levels of Commercial Operations Management to communicate and assist the specific needs for technical and business related escalated customers and employee situations.Supports Sales and Marketing promotional activities as required such as Customer User Group Training Seminars, Trade Shows and Marketing Roadshows.Identifies & assesses training needs of commercial employees and customers through proactive engagement with internal stakeholders.Delivers training programs & instructional materials for employees, utilizing a blended learning approach consisting of classroom training, field-based training and e-learning.Provides direct oversight of performance and capabilities of systems. Reports status regularly to the Commercial Operations Management. Drives opportunity for improvement and enhancements.Responsible to observe, assess Service & Support staff from a technical perspective; assist management to create improvement plans and execute mentoring.

Field Based Roles:

Provides direct oversight, management and action planning of escalated customers and unresolved instrument issues.  On-site visits with local Field Service as required.Provides direct support to Field Service Engineers to diagnose, analyze, troubleshoot, and fault isolate instrument symptoms and issues to determine failure and provide direction to implement corrective action. Provide on-site support to local areas for large scale installations of importance to the business. 

Secondary Functions:

Maintains expert knowledge of current Werfenproducts, field service, technical support and application practices through cross functional internal networking, field travel, self-study and continuing education.Performs other duties and responsibilities as assigned.Budget Managed (if applicable):N/AInternal Networking/Key Relationships:North America Commercial OperationsFinanceInformation TechnologyResearch & DevelopmentQuality & Regulatory AssuranceClient ServicesWorld Wide Marketing & ServiceSkills & Capabilities:

The ideal candidate for this position will exhibit the following skills and capabilities:

Advanced Organizational and Time Management Skills | Ability to Multi-Task | Work Under Pressure | Exercise Good Judgement.Advanced ability to mentor, train, communicate and present content effectively to/with a variety of audiences: customers, peers, management.Advanced technical abilities and highly process oriented.Highly collaborative. Excellent communication and cross-functional skills. Ability to work in a team environment collaborating with colleagues to drive and achieve goalsAbility to positively influence audience with technical and/or administrative content.Ability to convey complex theories and procedures to functional practice and understanding to a varying audience. Qualifications

Minimum Knowledge & Experience Required for the Position:

 

Education:

Associates degree in Electronics, Medical Technology, Biomedical Engineering, or related industry training required. Bachelor’s degree in Engineering or Medical Technology highly desirable.  Equivalent experience in lieu of a degree will be considered.

Experience:

Minimum of 7 years in a Service, Support, or equivalent managerial role.

Additional Skills/Knowledge:

Strong knowledge of personal computers and Windows Operating systems; legacy up to current version.Advanced Microsoft Office 365 knowledge with the ability to use Microsoft Excel to perform analysis.Working knowledge of Lab Information Systems and network connectivity. International Mobility:Required: No Travel requirements:Field Based: Up to 80% of overnight travel.  Options Apply for this job onlineApplyShareRefer a friendRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed Application FAQs

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