International Regional Support Manager

hace 6 días

Panama Nova Biomedical A tiempo completo

Nova Biomedical is looking to hire an International Regional Support Manager in the Central America region preferably in El Salvador or Panama. This position would be responsible for the international support of dealers and subsidiaries throughout a defined geographical area of the world. Key objective of the role is to ensure Nova Biomedical' s distributor network of Authorized dealers supports their customers using proven support strategies, are fully trained on all products being sold locally, are informed of product changes in a timely manner and support the dealer with warranty, logistics and technical assistance. Additionally, the Regional Support Manager will work with the Regional Sales Manager for that region(s) to assist dealers with large sales projects, meet sales goals and provide an escalation venue for escalation of Quality issues to Nova Biomedical. Additionally, the Regional Support Manager must ensure that all dealers are trained in Nova's Complaint handling process, RMA process and Nova's decontamination OI.

Essential Responsibilities
- Monitors dealers to ensure they implement proven customer support strategies to assist them in improving their support of Nova customers.
- Has timely customer review calls with regional dealers and subsidiaries.
- Escalates issued into our iTMS system for review by Quality team for potential Quality issues or Complaints.
- Provides technical support via E-mail/telephone or onsite. Responds to technical problems or questions originating from regional dealers and subsidiaries.
- Oversees and tracks regional instrument upgrades and proactive customer satisfaction initiatives.
- Ensures that Nova devices being evaluated against competitive devices use Nova approved protocols.
- Oversees the delivery of technical training programs on all Nova products or support services within region.
- Works closely with regions subsidiaries and dealers to minimize problems and maximize support to Nova customers.
- Oversees the administration of distributor and subsidiary parts warranty DPC claims.
- Visits dealers throughout assigned region communicating Nova service policies, procedures, and expectations.
- Participates in International Support and Sales Meetings, as necessary.
- Seeks out areas that need to be improved and takes the initiative to improve upon them.

**Qualifications**:

- Requires BS degree in a Health Services field, Medical Technology, Chemistry or Biology, Respiratory Therapist, Electronics or Engineering with a willingness to travel up to 70% of the time, for extended periods of time, typically not to exceed 1-2 weeks in duration.
- Proven technical skills on Nova Biomedical products as well as support software.
- A minimum of 7 years in the diagnostics industry with an emphasis on Technical Support and or a customer service position.
- Multilingual in English as well as any of the local region languages is a plus: German, French, Spanish, Portuguese, Italian, Japanese, Chinese.
- Computer Skills, proficiency with MS office.
- Competency with statistics and basic familiarity with linear regression analysis.

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