Service Manager - Military veterans preferred

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We care about people - Join the market leader
People every day all around the world will benefit from more personalized healthcare. The promise of better, faster, more cost efficient solutions is now within our grasp. And thatâ??s the world in which Tecan plays a vital role â?? helping advance healthcare â?? through advanced life science research and diagnostic solutions. We constantly seek new ways to steer innovation.

Every lab. Every day. Empowered.
Our vision is to empower every laboratory, every day, around the world with Tecan technology, products and support. We will help to shape the future of automated workflows in life sciences and clinical diagnostics through unrivaled expertise, products and customer support.

We need you to join our Product Support Team in San Jose.

Service Manager
Reference Job #121-018

What you will do:
Reporting to the VP of Marketing, Components, you will be responsible for promoting, developing and sustaining good customer relationships in the area of service and product related support for Tecanâ??s Component Products. You will manage the in-house service team and work closely with customers, sales representatives, manufacturing, quality and product management to ensure that revenue and customer satisfaction goals are exceeded. You will develop and implement strategies and set priorities for exceptional customer service, improved complaint handling and customer retention.

Responsibilities will include:
â?¢ Leading the Service group for PB Components
â?¢ Participating actively in product development teams and product introductions to define spare parts and the service concepts for Components Products.
â?¢ Ensuring continuous improvement of the Service Center in regards to profitability and turnaround time.
â?¢ Ensuring regular product training for local and regional Help Desk and Service Centers.
â?¢ Creating and implementing service policies and procedures, ensuring regulatory compliance, including monitoring and improving regional service center capabilities and practices.
â?¢ Monitoring product quality and participating in Product Care Teams to initiate and support continuous product improvements.
â?¢ Leading and/or participating in complaint investigations related to Components products.
â?¢ Ensuring continuous improvement of serviceability of all products.
â?¢ Running initiatives and projects as requested.
â??
What you bring along:
â?¢ Bachelorâ??s degree in a technical or business field.
â?¢ 5+ years of service management experience preferably working in a global, regulated environment, life science or clinical diagnostics company.
â?¢ 5+ years of establishing budgets, planning, forecasting and P&L.
â?¢ Excellent skills in all areas of customer service, communication, flexibility, analysis and accuracy.
â?¢ A successful track record in a dynamic business environment with a hands-on, practical and proactive approach and a delivery mentality.
â?¢ Excellent organizational skills.
â?¢ Excellent verbal and written communication skills.
â?¢ Excellent computer skills in a Microsoft Office environment; including Excel and skills in database management and record keeping.
â?¢ Experience with leading teams through the complaint investigation process, including containment, root cause analysis and effective implementation of short and long-term corrective actions.
â?¢ Ability to travel (international and domestic) 25%

What we offer:
â?¢ Comprehensive Compensation and Benefits package
â?¢ Progressive employment conditions
â?¢ Exciting career opportunities
â?¢ Wide range of training courses
â?¢ Strong company culture with rich history
Do you want to make a significant difference in how the world is looking tomorrow and contribute to the innovation of state-of-the-art, cutting-edge technology products?
Look no further and apply now!
We are looking forward to receiving your application online.

Tecan is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, or status as a qualified individual with disability.