Group Technical Support Manager

Job Purpose

This position is responsible for providing Technical Management and Product Support to customers and other departments within the global operations of the Company.

Principal Accountabilities

  • Develop, share and implement a long-term global technical support vision and strategy for the organization
  • Responsible for the process, management and development of the global technical support function
  • Develop and track technical support KPIs across the organisation ensuring they are aligned with customer satisfaction and if necessary, starts corrective action
  • Provide management and leadership to the global technical support function in respect of achieving team and individual performance objectives while constantly monitoring results to achieve the overall company targets
  • To continually improve the global technical support team and the suite of technical support tools and methodologies that they employ to enhance the level of support
  • Create, review and modify technical support policies and procedures to reflect the business needs
  • Able to decide quick on limited information by analysing the problem and determine resources to solve them
  • Hands-on mentality – contributes to daily team tasks on occasion
  • Provides and tracks regular training and helps coach and mentor team members to continually ensure the highest level of technical support delivery
  • Recruit the right people at the right time -hire new staff, as needed
  • Lead projects of extended-, cross-functional and cross-regional scope
  • Independently prepare and conclude external and internal audits across the global technical support function
  • Ensure effective communication for the staff to be aware of relevant issues within the function and the company as a whole
  • Independently lead customer escalations to resolution by directing multiple internal and external stakeholders and follow up on customers satisfaction
  • Build and maintain strong customer allegiance and relationships with key customers
  • Foster connections within the global team and drives alignment through leadership
  • Consistently develops, maintains, and leverages internal and external stakeholder relationships to advance the business
  • Participates as an active member of the Services and Commercial organizations
  • Proactively contribute to top- and bottom-level spend control, including operating expense

Skills, Knowledge and Experience

Qualifications

  • BA/BS required, advanced degree preferred in life science discipline; Strong technical/scientific aptitude.
  • MS or PhD strongly preferred

Skills & Knowledge

  • Demonstrates a high-level of business acumen, marketing knowledge and leadership skills
  • Capable of working independently; self-motivated and proactive
  • Demonstrate clear and concise communications and capable of interacting with a diverse population of internal and external contacts
  • Able to partner effectively as part of a team to solve problems, negotiate solutions and arrive at a consensus
  • Is customer-centric and keenly aware of markets, trends and competitors
  • Able to adapt from one situation to another quickly, without major disruption
  • Demonstrate a sense of urgency, contagious optimism and a “can do” attitude
  • Greet challenge and change as opportunity for development
  • Show courage and confidence to take risks and learn from mistakes
  • Stretch across borders, break silos and build effective partnerships with customers and colleagues

Experience

  • 5-10 years of proven track record in a similar discipline
  • 2-5 years of leadership experience
  • Experience in an industrial and commercial environment
  • Marketplace/Scientific knowledge – knows Customers’ environment in Research, Clinical and Diagnostics settings across a wide range of scientific workflow (preferred)
  • Successful candidate must be able to work onsite in Frankfurt.
  • Specific Knowledge of IDS instrumentation and applications is derirable
  • Technical Support and/or Customer-Facing experience a plus​
  • Extensive experience using personal computers and all Microsoft Office applications.
  • Fluent in German and English. French is desirable

Person

  • Business sense, a good instinct where opportunities and financial rewards are.
  • Bias for action – getting things done.
  • Energy and Ambition (=passion) for the assigned task – is intrinsically motivated by the tasks he/she has been doing in life.
  • Growth mindset (Carol Dweck) – looking for challenges, continuous improvement in the organization and for growing and developing his team
  • Personal and professional integrity: communicating openly at all levels
  • International Mindset: sensitivity to international cultural issues

Cultural Aspects – IDS Values

Passion for Customers – We are passionate in understanding our customer needs and dedicated to providing excellent solutions

Entrepreneurial – We consider the world around us as a set of opportunities, creating the chance to innovate and find solutions to generate customer and stakeholder value

Excellence – We strive for excellence in all we do, to deliver the best results in order to be best in class!

Respect – We show consideration for colleagues, customers and all business stakeholders, appreciating our diversity and respecting each other’s opinions

To apply, please email [email protected]

Job Role Group Technical Support Manager
Job Department Technical and Field Service
Job Region Frankfurt - Germany
Job Country Germany