Technical Support Manager/Medical Instruments (France)

Career Opportunities with Nova Biomedical Corporation

Nova Biomedical is an Equal Opportunity Employer in compliance with Affirmative Action in hiring and promoting women, minorities, veterans, and individuals with disabilities.

Technical Support Manager/Medical Instruments (France)

Nova Biomedical is hiring a National Technical Support Manager (France) in our Regional Office location (France). The National Technical Support Manager is responsible for:

Job Summary and/or Key Objectives:

• Coordinating all technical support activities related to all Nova products in the assigned geographical territory.
• Development and management of local Technical Support teams.
• Escalating and administering local incidents and potential complaints.
• Provision of any required device and complaint information to the manufacturer and authorized representative.
• Supporting the manufacturer in corporate recall activities and corporate and national withdrawals.

Essential Responsibilities and Accountabilities:

• Oversight of project management for all product implementations by coordinating activities of direct reports.
• Providing ongoing support activities/contracts review for existing customers in line with agreed KPIs, maintenance contracts, etc.
• Maintaining close and direct customer contact during product implementation projects and following up with after-sales customer complaints.
• Complaint escalation and resolution through the appropriate channels in Europe and/or US Tech Support and QA.
• Working closely with local Product Specialists and Account Sales Managers to support on-site product evaluation and demonstration activities for all Nova products.
• Ensuring that all technical support activities are adequately reported into the CRM database.
• Maintaining the local ticket management system.
• Collaborating with the European Technical Support/QA Teams to help define and implement the necessary programs and procedures to achieve company goals and objectives.
• Development and maintenance of department procedures as well as implementation of corporate support procedures and policies.
• Supporting the development of the local technical support portfolio and being accountable for department revenue growth and expense control.
• Maintenance of local service parts stock and the local technical support workshop.

Qualifications:

• Degree in Electronics, medical technology, biochemistry, or related life sciences.
• Clinical laboratory or medical device experience.
• Good interpersonal and verbal communication skills.
• Team management and staff development experience.
• Ability to identify root causes of technical problems and provide effective troubleshooting remotely to customers and Nova personnel.
• High level of competency in Microsoft Office Suite (Excel, Word, PowerPoint, and Outlook).
• Willingness to travel within the designated territory up to 40% of his/her time with occasional overseas travel.
• Systematic and analytical work methods; good administrative skills and methods.
• Ability to work within a multi-disciplinary team; displays sound technical ability and applies training.
• Able to communicate clearly across language barriers, present training slides through PowerPoint in a class environment.

Education: University degree + Management.

Experience: 5-10 years of Technical Support Management in the field of IVD and/or POC and/or Medical Devices.

At Nova Biomedical, we practice our core values of mutual respect, honesty, and integrity throughout the company. With a strong sense of family in the workplace, we are proud that one third of all our employees have been with us for over 10 years.