bioMérieux · 5 hours ago
Sr Manager, Technical Support
Salt Lake City, Utah
Full-time
Hybrid
Mid, Senior Level
$106K/yr - $134K/yr
6+ years expbioMérieux is a global leader in the field of in vitro diagnostics, and they are seeking a Sr Manager for their Technical Support Center. The role involves managing the Technical Support teams to ensure excellent customer service, overseeing product complaint handling, and driving operational improvements while maintaining a strong focus on customer satisfaction.
Biotechnology
Responsibilities
Lead daily operations, ensuring adherence to company policies and effective communication across frontline teams
Set priorities, coordinate team workload, and maintain a strong customer‑focused environment
Oversee product complaint handling in partnership with Quality Assurance to ensure timely, compliant resolution
Manage departmental budgets, resources, staffing levels, and capacity planning
Provide timely, proactive communication to direct reports and senior leaders on key issues and updates
Identify cross‑functional needs and develop solutions, implementation plans, and execution strategies
Establish and align on departmental best practices to drive operational consistency and improvement
Manage complex processes involving customer interaction and collaboration with internal stakeholders
Escalate difficult customer issues appropriately and ensure KPI attainment, addressing gaps quickly
Prioritize workload, projects, and platform‑specific demands to meet business objectives
Ensure employees receive appropriate training, development, and continuous feedback
Coach, motivate, and mentor team members, including junior managers, to support performance and growth
Support cross‑functional collaboration, including product launches and field actions, within required timelines
Manage customer escalations, resolve system‑down situations, and partner with leaders to remove barriers
Perform all work in compliance with company quality procedures and standards
Perform other duties as assigned
Qualification
Required
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
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
Preferred
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
Benefits
A choice of medical (including prescription), dental, and vision plans providing nationwide coverage and telemedicine options
Company-Provided Life and Accidental Death Insurance
Short and Long-Term Disability Insurance
Retirement Plan including a generous non-discretionary employer contribution and employer match.
Adoption Assistance
Wellness Programs
Employee Assistance Program
Commuter Benefits
Various voluntary benefit offerings
Discount programs
Parental leaves
Company
bioMérieux
A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics.
10001+ employees
H1B Sponsorship
bioMérieux has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (2)
2022 (1)
Funding
Current Stage
Late StageLeadership Team
Jana Inman
CFO Global R&D
Aaron Ford
Talent Acquisition Partner II
Recent News
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