• Field Technical Escalation Manager (Field Support Manager)

    Location US-CA | US-WA | US-IL | US-NY | US-TX
    Requisition ID
    2018-8655
    # of Openings
    1
    Category
    Field Service/Support
  • Overview

    Bio-Rad is looking for a Field Technical Escalation Manager.

     

    This position leads and manages proactive monitoring and customer escalation management. Acts as a liaison and coordinates internal efforts to obtain issue resolution for reported escalated issues.

    Responsibilities

    • Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled.
    • Develops and monitors dashboards for trends to reduce the amount of escalations and improve customer satisfaction.
    • Ensure customer escalations are resolved within agreed upon timelines and influence others towards action and change.
    • Reduce escalation volume.
    • Improve technical competency of field service representatives.
    • Ensure appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis, issue status activities, and resources.
    • Ensure that escalation team is appropriately trained to provide adequate field support.
    • Provide needed coordination and support for instrument demonstrations, product/instrument shows, etc.
    • Manage and coordinate variable employee resources for field service.

    Qualifications

    • Bachelor’s degree or equivalent in a life science, engineering or other technical related discipline.
    • Master’s in Business or related discipline a plus.
    • 8 years’ experience working in field service, or equivalent combination of education and experience.
    • Strong customer service, negotiation, conflict resolution, organizational, time management, Excel, Word, PowerPoint, and verbal and written communication skills.
    • Experience in a Field Service environment, planning for normal operations and contingencies.
    • Knowledge of service and support organization structure and design to structure support/service teams and individuals.
    • Knowledge of organization tasks and responsibilities, combined with interviewing skills, to select and acquire people capable of achieving department objectives.
    • Knowledge of performance measurement systems, such as accounting and finance, to manage department resources within a budget.

     

    About Bio-Rad:

     

    Bio-Rad is a global leader providing a broad array of clinical diagnostics and life science research products. With a team of more than 7,800 employees and a global network of operations serving our customers, we help people live longer, healthier lives.

     

    Bio-Rad was founded over six decades ago and has continued to provide the healthcare industry with innovative and useful products that help life science researchers accelerate the discovery process and medical diagnostic labs obtain faster, better results.

     

    EEO/AA Employer/Veterans/Disabled/Race/Ethnicity/Gender/Age

     

    Agency Non-Solicitation:

     

    Bio-Rad does not accept agency resumes, unless the agency has been authorized by a Bio-Rad Recruiting Representative. Please do not submit resumes unless authorized to do so. Bio-Rad will not pay for any fees related to unsolicited resumes.

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