Technical Services Manager
1 week ago
Job Summary:
The Technical Services Manager will be responsible for delivering exceptional customer experience and technical support to customers across the Middle East, North Africa, East Europe, and Russia regions. This role will involve managing regional technical services activities, delivering training programs, supporting local sales, and building regional partnerships.
Key Responsibilities:
- Deliver Best-in-Class Customer Experience: The Technical Services Manager will be responsible for delivering the best-in-class customer experience to all customers across the region by executing on service delivery processes and creating customer loyalty.
- Monitor and Support Regional Technical Services Activities: The Technical Services Manager will hold all regional employees, contractors, and distributors accountable for carrying out required processes and tasks necessary to achieve Service Level Agreements (SLAs) and provide the best customer experience.
- Deliver Training Programs: The role involves evaluating local product-related educational needs for customers, staff, and distributors and deploying required training programs to address identified needs.
- Support Local Sales and Grow the Business: The Technical Services Manager will support local sales teams by being the preferred contact point for customer technical and training stakeholders and engaging in sales activities where technical support is required.
- Build Regional Partnerships: The Technical Services Manager is responsible for building partnerships internally and externally with distributors or other stakeholders and liaising with team leaders to ensure delivery of required services and develop solutions to any issues that may arise.
Requirements:
The role requires several years of experience (3 to 5) in a similar role, with experience working with large teams and international teams. The ideal candidate will have a BSC or BTech Degree in Biomedical Engineering, BTech in Medical Technology, BSC Biological Sciences, or equivalent degree with experience working with In Vitro Diagnostics (IVDs) or a strong laboratory background.
Preferred Qualifications:
Motivated, self-starter who can work with limited supervision in a challenging environment. Project management skills or certification are an advantage. Application experience is a plus. Experience working in a program environment or working with or for implementing partners is an advantage.
Regional Responsibility: Middle East, including Saudi Arabia, North Africa, East Europe, and Russia.
Travel: Up to 60% travel time.
Location: Saudi Arabia, preferably Riyadh.
Languages: Fluent in both Arabic and English.
Job Family: Field Services
Division: ID Infectious Disease
Location: Saudi Arabia > Riyadh : NCCI Tower
Work Shift: Standard
Travel: Yes, 50% of the time
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