Description

This position follows a hybrid schedule, and the selected candidate will be expected to report onsite to either our Raleigh/Durham or Salt Lake City office 2-3 times per week.

Position Summary

Manages the Technical Support Center teams to ensure support is provided for all internal and external customers on all systems marketed by bioMérieux. This includes leading strategic planning and critical decision making within the Technical Support Center to ensure all business goals are achieved. Drive and implement change management to adapt teams to provided best outcomes for customer excellence.

Primary Duties

1. Lead daily operations, ensuring adherence to company policies and effective communication across frontline teams.
2. Set priorities, coordinate team workload, and maintain a strong customer‑focused environment.
3. Oversee product complaint handling in partnership with Quality Assurance to ensure timely, compliant resolution
4. Manage departmental budgets, resources, staffing levels, and capacity planning.
5. Provide timely, proactive communication to direct reports and senior leaders on key issues and updates.
6. Identify cross‑functional needs and develop solutions, implementation plans, and execution strategies.
7. Establish and align on departmental best practices to drive operational consistency and improvement.
8. Manage complex processes involving customer interaction and collaboration with internal stakeholders.
9. Escalate difficult customer issues appropriately and ensure KPI attainment, addressing gaps quickly.
10. Prioritize workload, projects, and platform‑specific demands to meet business objectives.
11. Ensure employees receive appropriate training, development, and continuous feedback.
12. Coach, motivate, and mentor team members, including junior managers, to support performance and growth.
13. Support cross‑functional collaboration, including product launches and field actions, within required timelines.
14. Manage customer escalations, resolve system‑down situations, and partner with leaders to remove barriers.
15. Perform all work in compliance with company quality procedures and standards.
16. Perform other duties as assigned.

Qualifications
Required Education, Training and Experience

• Bachelor degree required in Medical Technology, Engineering, Business Management, or Life Science.
• Education Substitution: In lieu of a Bachelor's degree, 4 years of additional relevant experience will be accepted.
• 6+ years of related experience with degree, including demonstrated ability to lead others, in bioMérieux Technical Support center or related support center environment.
• OR 10+ years of related experience in lieu of degree, including demonstrated ability to lead others, in bioMérieux Technical Support center or related support center environment.

Preferred Education, Training and Experience

• Demonstrated people management experience within a technical support center a plus.
• Management experience in medical diagnostics and/or related call center environment preferred.
• Previous project management experience and/or contributing to process enhancement projects preferred.
• Experience with bioMérieux products preferred.
• Salesforce experience is preferred.

Knowledge, Skills, and Abilities

• Consistently upholds and reflects the core ethical principles and values that bioMérieux promotes.
• Written and Oral Communication skills including the ability to communicate technical data in written and presentation form.
• Analyze data and make decisions/recommendations, using data to guide decision‑making and provide suggestions for improvement.
• Managing and measuring work by tracking progress, performance, and goal achievement using metrics and KPIs.
• Effectively deal with ambiguity requiring adaptability, critical thinking, and proactive communication to navigate situations with limited details.
• Ability to work cross‑functionally allowing for better collaboration and communication when working across teams to achieve shared objectives.
• Inspire and energize individuals to achieve their best performance.
• Advanced level skilled in MS Office tools to include but not limited to Outlook, Teams, Word, and Excel.
• Ability to work independently, effectively multitask to meet deadlines and competing priorities in a fast‑paced environment.
• Proven change management and project management abilities.

Supervisory Responsibilities 

Direct supervision: approximately 6–10 employees.

Working Conditions & Physical Requirements

• Ability to remain in stationary position, either sitting or standing, for prolonged periods.
• Domestic travel: 10%
• International travel: 5%

Please be aware that recruitment related scams are on the rise. Fraudulent job postings are being placed on other websites, and individuals posing as bioMérieux Talent Acquisition team members are reaching out via email or text message in an attempt to collect your personal and confidential information. In some cases, these scammers are also conducting bogus interviews prior to extending fraudulent offers of employment. Beware of individuals reaching out using general phone numbers and non-bioMerieux email domains (i.e. Hotmail.com, Gmail.com, Yahoo.com, etc.). If you are concerned that an interview experience or offer of employment might be a scam, please make sure you are searching for the posting on our careers site https://careers.biomerieux.com/ or contact us at [email protected].

BioMérieux Inc. and its affiliates are Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant’s identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioMérieux’s or its affiliates’ application process by contacting us via telephone at (385) 770-1132, by email at [email protected], or by dialing 711 for access to Telecommunications Relay Services (TRS).