Sr Manager, Clinical Apps and Tech Support (Molecular Systems and Software)

Description

Manages a staff of applications personnel (CAS, AAS, SSS) to ensure clinical applications and technical support communications (calls, e-mails, and escalated cases within CRM) from customers or distribution partners are responded to in a prompt and accurate manner. Will work with the Senior Director of Clinical Applications and Technical Support in the design and implementation of process improvements or operational policies. Recommends changes to products or services to fulfill customer needs. Plays an active role in the product development process.

Primary Duties

1. Perform all work in compliance with company quality procedures and standards.
2. Performs other duties as assigned.
3. Maintain an organized, trained team of CAS, AAS, SSS to ensure applications and technical support calls or emails from US customers and distribution partners are responded to and resolved in a prompt and accurate manner.
4. Ensure telephone support is available 24 hours a day, 7 days a week, 365 days a year through adequate staffing and scheduling of the support staff. This includes all company holidays.
5. Responsible for the training of new applications employees (CAS, AAS, SSS) and ensuring ongoing coaching and career development.
6. Expected to be an expert of the complaint management process.
7. Expected to be an expert of the Return Material Authorization (RMA) process in support of the depot repair service model for the BIOFIRE range.
8. Work with the Senior Director of Clinical Applications and Technical Support to establish team objectives and standards using a department quality plan. Conduct ongoing monitoring and reporting of team performance against these objectives and standards and implement any necessary corrective actions to ensure alignment with organizational goals.
9. Work with Senior Director on department budget, planning and forecasting.
10. Develop organizational rigor and a culture of continuous improvement focused on meeting customer needs and maintaining a high Net Promoter Score (NPS).
11. Monitor and track all support activity in appropriate software tools. Monitor customer complaints, RMAs, suggestions, and other reported issues for trends.
12. Continuously monitor existing technical support processes to identify areas that require enhancements. Collaborate with the Senior Director of Clinical Applications and Technical Support to propose, analyze, evaluate, and select viable solutions that can effectively raise the quality of customer experience. Subsequently, execute the selected measures to achieve the intended objective.
13. Monitor department metrics via software tools to present at intra departmental meetings with relevant stake holders. Additionally, utilize this data to determine areas of improvement for the department.
14. Work with direct reports to find solutions for and follow up on overdue or difficult complaints.
15. Handles escalated complaints from upset customers when necessary.
16. Carefully review complaints that have been resolved and submitted for closure review by the support staff.
17. Design and maintain up-to-date technical training programs for all BioFire product offerings, guaranteeing the ability to provide in-depth product technical training to new employees, distribution partners, and subsidiary entities.
18. Collaborate cross-functionally with various departments to assume the role of customer advocate in product development meetings. Actively engage in go-to-market teams to guarantee that the domestic and global customer support departments are primed for the launch of new products.
19. Assumes a leadership role in overseeing an assigned BIOFIRE product line/s or segment/s of the business (outpatient market, systems/software, etc.).
20. Ensures the entire Customer Technical Support team is adequately trained and prepared to provide comprehensive support for the specific product line/s or segment/s under their purview.

 Supplemental Data

The manager is administratively responsible for up to 14 direct reports. The manager is also functionally responsible to ensure all department personnel are adequately trained and prepared to provide comprehensive support for the specific product line/s or segment/s under their purview – in this case systems (instrumentation) and software.

Qualifications

Training and Education

• Master’s degree in biological sciences and/or Business, at least 5 years’ experience in related function or industry, and laboratory experience in Molecular Biology or Microbiology;

OR

• Bachelor’s degree in biological sciences, Engineering, or IT, and at least 8 years’ experience in related function or industry, and laboratory experience in Molecular Biology or Microbiology.

Experience

• A minimum of 8 years’ experience in a customer facing role.
• Must be familiar with a variety of the clinical molecular diagnostic field’s concepts, practices, procedures, rules and regulations.

Knowledge, Skills, and Abilities

• Must be highly skilled at communication, both written and verbal, and must be able to interact with people of all scientific levels, such as clinical laboratory technicians, safety officers, managers, supervisors, and directors; Ph.D. scientists; associate professors; CAP and FDA regulators and inspectors; key opinion leaders (KOL); clinical product managers; researchers; hospital administrators; medical engineers; and physicians.
• Must have strong leadership and organizational skills.