Technical Service Manager
$80,000–$120,000 year
HybridHeerlen, Limburg, The Netherlands
Job Summary
Lead and coach a diverse remote team of technical service specialists, managing performance, resource planning, and talent development for the Western Europe CRM support hub. Oversee the intake, triage, troubleshooting, and documentation of high-volume customer and internal support requests via email and phone, ensuring scalable knowledge resources and consistent operational discipline. Drive product launches, monitor quality performance through KPIs and SLAs, and translate support trends into continuous-improvement actions for implanted devices, LINQ, and SmartSync workflows. Prepare for internal and external audits while strengthening CRM knowledge management and complaint-handling protocols.
Required Qualifications
- Bachelor's degree in engineering (biomedical/electrical/mechanical), biomedical science or equivalent technical discipline with a proven technical track record
- A minimum of 5 years of people management experience
- Strong understanding of operational management approaches such as work scheduling, prioritization, coaching, quality management and process execution
- Experience working in a technical service, field service, contact center or product support environment
- Excellent communication skills
- Fluent language skills in English
- You are a clear people leader who enjoys developing a diverse, technically oriented team and is comfortable managing a hybrid-working team
Desired Qualifications
- Experience in the medical device industry or another regulated technical support environment
- prior work in a contact center, remote technical support, field service, or other customer-facing service setting
- Candidates with strong analytical and problem-solving skills, particularly those who have used data to identify trends and drive process improvements
- Proficiency in Dutch or another European language
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