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Director of Technical & Field Services

Company: Dynex Technologies
Location: Chantilly
Posted on: September 19, 2022

Job Description:

Job Summary: On a global basis, perform a wide variety of duties to ensure market leading levels of technical support, service depot and field service to end-user customers and global distributors. Work with colleagues to develop strategies and tactics to maximize service revenue and operational efficiency to meet business objectives. Essential Functions: Manage both corporate office and field-based resources (plus some third-party support services) as it pertains to instrument and software support, customer/personnel training, pre- and post-sales technical services. Take ownership of, and work closely with, QA, Sales & Marketing, R&D and Manufacturing Operations to ensure that quality issues identified in the field are adequately addressed and resolved. Communicate with senior management for customers, and distributors regarding technical complaints and on-going requirements. Hire, train, and develop Dynex's technical support & field service staff to operate at a high level of technical competence and professionalism. Act as liaison between technical support, field service and sales to maintain effective and productive communication/relationship. Oversee/monitor and ensure timely follow-up to all customer related calls to ensure customer satisfaction. Ensure thorough documentation and records of customer problems, status, and resolutions. Monitor trends in field instrument quality and recommend corrective actions and improvements in products and documentation. Develop and enhance tools to facilitate efficient product installations, customer training, troubleshooting and validation of Dynex automated systems and stand-alone instruments. Maintain a current and accessible source of technical documents to be used for technical support. Provide regular periodic summary reports of support and installations to Department Head. Critically review Dynex support policies and protocols on an ongoing basis and modify as required to increase effectiveness. Maintain a thorough understanding of applications. Develop ongoing training programs to ensure expertise and in-depth product knowledge of all Technical Representatives. Develop metrics to measure individual performance and customer satisfaction. Ensure team strives for high levels of customer satisfaction. Take immediate action to address employee performance issues and/or customer complaints/problems. Conduct team meetings to provide updates on performance and seek feedback for process improvements. Develop rapport with other functional leaders and teams to utilize the best resources to resolve complex customer issues. Perform supervisory duties to ensure adherence to Dynex's business, quality, and safety policies.

Supervisory Responsibilities: Manage Field Service, Technical Support, Depot Repair and Service Contracts activity. Approximately 30 reports in the organization.Success Factors: Proven leadership skills required to effectively contribute as a member of the Technical and Field Service leadership team. Strong desire to support customers and resolve issues. Must be looking to continuously improve the operation and support function through progressive, innovative approaches and concepts. Analytic and strategic thinking required. Ability to organize, prioritize and mobilize personnel and activities. Ability to travel nationally and internationally and at times with short notice. Travel requirement less than 50%.Minimum Qualifications / Education: Degree in a life science, business management or technical related field preferred or equivalent work experience. Knowledge of laboratory techniques and processes, ideally ELISA and Microplate based assays. Prior experience successfully managing technical support group and field service in terms of strategy and tactics with 5 to 10 years of experience. Computer Skills: Proficient in CRM/service software, Word, Excel, Power Point and Outlook.Work Environment: Office, Field, and Clinical Laboratory conditions, with national and international travel required less than 50%.Physical Requirements: Must be able to meet National Institute for Occupational Safety & Health (NIOSH) Standards. NPM18DYNEX Technologies, Inc. is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, including sexual orientation and gender identity, national origin, disability, protected Veteran status, or any other characteristic protected by applicable federal, state, or local law. DYNEX Technologies provides medical, dental, life and disability insurance, Section 125, 401(k), flexible schedules, educational assistance and a great work environment!PI191946321

Keywords: Dynex Technologies, Chantilly , Director of Technical & Field Services, IT / Software / Systems , Chantilly, Virginia

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