Senior Manager, Technical Support

Overview

Job Summary

The Senior Manager, Technical Support provides strategic leadership, operational direction, and people management for the North America Technical Support Groups across all Business Units. This role is accountable for building and sustaining a high-performing technical support organization that delivers timely, accurate, and customer-focused support for Werfen products, systems, software, applications, connectivity, and integration needs. The Senior Manager drives consistency, scalability, quality, and continuous improvement across technical support processes, while partnering cross-functionally to strengthen technical capability, escalation resolution, compliance, and the overall customer experience.

This position establishes department priorities, strengthens technical support capabilities, develops leaders and team members, and ensures support activities are aligned with Quality Management System requirements, business objectives, and customer satisfaction goals across North America.

Key Accountabilities

• Leads the North America Technical Support organization, establishing priorities, operating standards, and performance expectations that support consistent, high-quality customer and field support across all Business Units.
• Provides direct leadership, coaching, and oversight to Technical Support leaders and team members; builds capability, accountability, engagement, and development plans that strengthen department performance.
• Develops and executes strategic plans, annual objectives, and department initiatives that advance technical support performance, improve customer satisfaction, and align with North America business priorities.
• Develops, maintains, and ensures adherence to applicable business, quality, and regulatory policies, procedures, work instructions, and documentation within the Quality Management System.
• Designs and implements standardized technical support workflows, escalation practices, and knowledge-sharing processes that improve efficiency, consistency, and the customer experience.
• Establishes, monitors, analyzes, and reports Key Performance Indicators to measure department effectiveness, identify trends, and drive corrective action and continuous improvement.
• Responsible for creation and monitoring of the Technical Support department budget.
• Partners with Training, Quality, Regulatory, Commercial Operations, and other cross-functional stakeholders to enhance technical support training, knowledge management, and readiness for new and existing products.
• Defines and communicates clear organizational structure, roles, responsibilities, staffing needs, development plans, and accountability expectations for Technical Support.
• Serves as a key liaison with internal partners, including North America Commercial Operations, Client Services, IT, Strategic Business Units, Quality and Regulatory Affairs, Manufacturing, Research and Development, and Finance.
• Performs other duties and responsibilities as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Networking/Key relationships

• North America Commercial Operations
• Client Services
• IT
• Strategic Business Units
• Quality and Regulatory Affairs
• Manufacturing
• Research and Development
• Finance
• People Function

Minimum Knowledge & Experience for the position:

• Bachelor's Degree in Business, Engineering, Biomedical Engineering, Medical Technology, Life Sciences, or a related field plus a minimum of 10 years of progressive experience in technical support, customer support, applications, engineering, service, or related leadership roles within a regulated healthcare, diagnostics, life sciences, or technology environment.
• MBA highly desirable.
• Project management experience is desirable.
• Language fluency:
  English

Management has the discretion of substituting relevant work experience for a degree and/or making exceptions to the years of experience requirement.

Skills & Capabilities:

• Strong Leadership
• Strategic business planning, ability to execute tactically
• Highly accountable and drives accountability
• Ability to communicate and present across all levels of the organization
• Effective Oral and Written Communication skills
• High Level Decision Making
• Ability to effectively manage multiple priorities in a fast paced and deadline driven environment
• Process oriented with focus on continuous improvement

Travel requirements:Up to 10% of travel required.

The annual base salary range for this role is currently $140,000 to $180,000 range. Individual employee compensation will ultimately depend on factors including education, relevant experience, skillset, knowledge, and particular business needs.

This role is eligible for medical, dental, and vision insurance, 401k plan retirement benefits with an employer match, as well as paid vacation and sick leave.

Our sales roles are eligible for participation in a commission plan and our management,and select professional roles,are eligible for a…