Technical Service Manager, Americas
Hybrid · Fort Lauderdale, Florida, United States
Job Summary
Disciplinary and technical leadership of the Technical Service Healthcare and Industry team; develops a local technical service team structure, steers cross-training between LSI, TS IND, and TS HC to increase flexibility and responsiveness (remote/onsite); develops and supports customer success and installation management and remote support processes; supports the local technical service transformation by optimizing the customer workflow, including increasing after-sales revenues, maintenance contracts, and leveraging local market knowledge and networks; ensures qualification and continuous training of the team; introduction and monitoring of KPIs related to service quality, maintenance contracts, and customer satisfaction; preparation of regular reports and analysis for sales and service meetings.
Required Qualifications
- Completed technical degree (ideally in a natural science, electrical engineering, or medical engineering)
- Several years of experience in technical customer service for medical devices or similar
- Technical Service hands-on experience is an advantage
- Several years of leadership experience in a customer-facing environment and cross-functional teams
- Target-oriented leadership style
- English fluent
- Very good MS Office skills
- Experience with ERP and CRM systems / Salesforce Service Console is a plus
- Knowledge of service and project management tools is desirable
- Strong customer orientation and ability to communicate complex technical information
- Analytical thinking, organizational skills, result orientation
- Confident and independent working style with strong problem-solving abilities
- Hands-on mentality
- Strong quality and responsibility awareness
- Excellent teamwork and communication skills
- Solution-oriented and quick decision-making
- Customer Centric Mindset
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