ORGENTEC Diagnostika GmbH is the global market leader in the development and production of test systems for the diagnosis of infectious and autoimmune diseases. As part of the Sebia Group, headquartered in Lisses/France, ORGENTEC supplies medical laboratories in over 100 countries with highly specific and innovative equipment as well as test kits. Steady and sustainable growth in an internationally oriented, future-oriented business field characterizes our company.
To strengthen our team at the Mainz site we are looking for a
Global System Support Manager (m/w/d)
The Global Instrument/System Support Manager is fully responsible for providing a high level of technical knowledge to subsidiary and distributor support activities, training activities, process improvement and projects for products development. The incumbent ensures the successful investigation and resolution of subsidiary
and distribution support problems and responds to problems in accordance with established policies and procedures. The person is accountable to assess trends and provide effective proactive changes as appropriate.
The incumbent manages the Global Instrument/System Support Team, provides leadership and oversight to several key areas of a System (Instruments, Information Technology and Service Solution) Support Level-2 team, supports business, and identifies opportunities to promote team efficiency in day-to-day operations.
What the role is about:
Provides second level technical support to subsidiaries and distributors, including complex problem solving and troubleshooting for all matters related to instruments, Information Technology and Service Solution.
Trains subsidiaries and distributors to deliver quality customer product and solution training courses worldwide.
Defines Service Level Agreement (SLA), build and monitor metrics (KPI/CPI), in collaboration with data analysts and stakeholders.
Represents the voice of the customer in product development projects.
Actively contributes to the development of customer added value services.
Provides effective technical documentation, policies, standards, tools and technologies to subsidiaries and distributors.
Develops a strategic implementation and service plan for a comprehensive approach and alignment to sales and marketing strategy of all products and solutions.
Manages team budget: build AOP and forecasts in collaboration with Finance and Sales. Ensure reporting and business review with upper management.
Ensure Service profitability (service as a business).
Develops tools to improve efficiency and effectiveness of the System Support team.
Leads the development, documentation and validation of support procedures and processes, tools and utilities, and other special projects and investigations for existing or new products in development.
Communicates with Manager and Sales Team regarding potential customer leads or concerns.
Leads and develops the team members (global Service Engineers & IT specialists) and supervises day-to-day operations.
Identifies the opportunities for the Global System Support team efficiency.
What we expect:
Master’s degree or equivalent in electronics, embedded systems, IT or scientific background
A minimum of 7 years of proven experience as a Global Service and Support lead, ideally in Medical Device/In-Vitro Diagnostic environment.
Proven experience and demonstrated knowledge on Project Management & Customer Services Operations of extended-, cross functional- and cross regional or global scope
Experience with CRM technology.
Experience dealing with multiple customers, tenders, and ability to manage VIP customer relationships.
Proven success record of leading big change initiatives in the past and demonstrating strong people and change management skills.
Good IT/connectivity skills
Fluent in English and other languages are appreciated
Proven ability to influence and drive change through exceptional communication, leadership and problem-solving skills
Demonstrated tendency to challenge the status quo, drive constant improvement in processes, and an ability to achieve organizational goals and objectives
Strategic, business, and creative mindset
Effective interpersonal and communication skills
Ability to build and maintain positive relationships with a diverse set of peers and colleagues across organizational levels
High degree of responsiveness in a dynamic environment
International travel as required (10-25%)
What we offer:
A corporate culture that is characterized by open, fair and appreciative cooperation.Varied and responsible activities in an innovative and dynamic company.
A collegial support culture.
Short decision-making processes due to a flat hierarchy.
Modern working environment & flexible working hours.
Company pension scheme.
Have we aroused your interest? We look forward to receiving your application (cover letter, resume, references) by e-mail to firstname.lastname@example.org. Please include your salary expectations and a possible starting date.
ORGENTEC Diagnostika GmbH Carl-Zeiss-Strasse 49-51 55129 Mainz-Hechtsheim