Sr. Manager, Global Tech Support, LIMS

This opening is located in Various, CAAs the leading supplier of life science technology and related applications, we are helping life scientists understand and use the power of biology to pursue new scientific discoveries and methods for diagnosing and treating disease. If you're interested in a challenging career in one of the fastest moving fields today, you've come to the right place.

Primary Responsibilities - Directs 24/7 global helpdesk operations for SQL*LMS customers worldwide. Coordinates first level support across multiple physical regions in a follow-the-sun model of continuous call support and issue resolution. Defines and manages escalation of support issues as required (second level to senior support staff and third level to LIMS R&D Team). - Deliver education services to our SQL*LIMS customers. These service offerings currently include classroom training, customized training at the customer site, and delivery of materials that customers can use to build their own internal training programs. - Regularly measures and controls the performance of global support services (financial, quality, efficiency, customer satisfaction). Frequently communicates with internal and external customers to assess quality of services and/or support provided. Identifies areas for improvement. - Continuously identifies and evaluates opportunities to expand our customer care and education services offerings and grow the global support services business (e.g., managed services, establishing a datacenter to host SQL*LIMS for customers, ASP delivery of LIMS capabilities, etc.) - Provides coaching and training to direct reports to ensure high service quality and productivity levels of specialists. Primary Responsibilities (continued) - Develops and tracks performance goals for all reports and effectively addresses and resolves employee issues. - Conducts regular staff meetings to identify, discuss, and resolve key issues and problems, on-going activities, corporate initiatives, etc. - Develops report on current revenue forecasts and P&L on a regular basis and distributes to senior management. Secondary Responsibilities - Works with appropriate internal recruiting personnel to identify, interview, and hire employees for vacant positions. - Manages/improves processes and procedures to increase alignment of operational activities to business objectives. - Reviews and modifies current policies and procedures to reflect business needs and changes. - Maintains and enhances management/leadership skills through on the job opportunities or other company supported training which may be offered. - Ensure organization is compliant to all corporate and other regulatory, ISO or mandated rules/certifications.

Job Skills - Must possess strong people management skills to effectively direct and lead direct reports to achieve desired performance level and results. - Ability to manage a distributed team and effectively utilize remote tools for distributed work. - Ability to teach others through demonstration, coaching and counseling. - Demonstrates effective communication skills, either through team interactions or presentations to clearly articulate group's business objectives, strategies, and performance. - Solid organizational skills and ability to set priorities and manage time effectively. - Process analysis and change management skills. Job Knowledge - In-depth understanding of various LIMS customer business domains, goals and objectives, strategies, and needs. - Knowledge of Laboratory Information Management Systems and related software applications. - Knowledge of Call and Defect tracking systems. - Knowledge of the Windows operating system, Oracle DBMS & Oracle OAS, database reporting and performance tools. - Technical knowledge (Hardware, Software, Systems).Submit Your Resume Online Now