Job Description

Supervisor, Technical Engineering Center
Location: Carlsbad, CA
Position Summary:

This position is responsible for the implementation of strategies and policies for Technical Support Tier 1 level activities in order to achieve service remote resolution and high level of customer satisfaction; ensuring professional support services to be delivered in the most effective and efficient way; and motivating and developing the team in a changing and fast pace business environment.

Job Description:

TEC Supervisor will be responsible for all activities, organization and coordination of Technical Service Engineering Center (TEC) Tier 1 level with regional peers. This individual will lead the development of the team and alignment with growth & remote resolution strategies.202F202F

202F202F Essential Functions

* Manage TEC Team Support activity to ensure quick resolution and maintain internal and external customer satisfaction.

* Ensure alignment with District Managers, Service Development and Tech Support teams for product success.

* Promote PPI and NPI support.

* Continually measure personal and team success.

* Collaborate with colleagues in other functions to leverage company relationships and drive new processes and technologies.

* Develop, review, maintain and manage key performance indicators for the team.

* May be required to support customer service help desk duty (email & phone) when needed (up to 30%)

* May be required to perform other related duties as required and/or assigned.

Minimum Qualifications (must have)

Education: Bachelor2019s degree with major in science or engineering and/or equivalent experience.

Experience/Requirements:

* Requires a minimum of 5 years of relevant experience in service support.

* Must have experience with LSG instruments; focus on qPCR, CE, NGS, Imaging support.202F

* Broad range of instrument knowledge is desirable.

202F202F Interactions:

* Must have good verbal and written communication skills.

* Excellent presentation skills.

* Candidate must possess excellent people skills to represent the company in a professional manner.

* Ability to present complex data and projects at the upper management level

* Experience in leading projects

* Strong team work, cooperation skills and ability to seek information

* Strong internal and external customer focus.

* Experience and ability in resolution of conflicts

* Efficient time management

* Willingness to travel (sometimes internationally

* Strong desire to support team and company goals

This position has not been approved for relocation.
*EVGSS2020 *GTSDouble