Director leading research and detection teams at HUMAN to combat cybercrime. Overseeing KPIs and detection strategies for efficient cyber defense systems and team growth.
About the role
- Director overseeing Field Support Group, driving continuous improvement and collaboration in diagnostic services operations.
Responsibilities
- Provides management and direction for the Field Support Group
- Staffs, directs, coaches and mentors a team of Technical / Field Support representatives
- Actively collaborates with all departments especially with the Technical Support Group with a goal of continuous improvement
- Responsible for the ERP applications related to service activities and processes ( ie: M3, RESCO, CRM)
- Operates the department within established financial guidelines and ISO/FDA regulations
- Establishes and maintains a strong collaboration with Corporate to ensure consistent reporting within KPI process
- Works with Regulatory/Quality Affairs to establish SOP's for the department, continuous quality improvement
- Sets policies and procedures for the short and long term operation of the department in line with overall company policies
- Plans and schedules levels of support according to product release schedules
- Responsible for the Hotline for all SNA
- Creates systems for responding to customer inquiries via telephone, online networks, and mail for hotline and second level support
- Responsible for complaint handling for FSG
- Ensures integrity and consistency of the instrument install based by following proper implementation procedures of retrofits per manufacturer guidelines (TBs)
- Handles customer issues when they arise and regularly visits customer sites to improve customer satisfaction
- Manages service contracts process with special attention to PM execution
- Advises upper management on product development issues arising from product problems identified through technical support calls
- Monitors and manages FSG Team activities in order to meet or exceed Revenue, OPEX/CAPEX budgets
- Implements regular customer service surveys and takes necessary actions
- Participates in internal and external audits
- Establishes pricing guidelines for service rates and contracts based on Company guidelines and approval of senior management
Requirements
- Bachelor's degree from four-year college or university required; Advanced degree preferred
- Minimum 7 to 10 years experience in the diagnostics area
- 5+ years of management experience
- Valid driver's license
- Valid passport
- Ability to travel domestically and internationally up to 40% of the time
Benefits
- Senior management team inclusion
- Continuous quality improvement initiatives
- Regular customer service surveys
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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