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Posted on December 6, 2021 in US Jobs

Technical Service Manager

Who We Are

binx health has the world’s fastest FDA-cleared molecular platform for CT/NG testing. We also have the broadest suite of offerings in at-home testing for large corporate partners for broadened access to STI and COVID-19 care. Our molecular point of care platform brings rapid, accurate, and convenient infectious disease testing to people where they live, work, and shop. Our at-home solutions offer front-end engagement, and end-to-end logistics in concert with our reference lab partners to offer partners “turn-key” answers for their infectious disease testing needs. Our solutions broaden access to care for millions and put proprietary testing solutions in the hands of clinicians everywhere, including in the ever-expanding footprint of retail health. Our suite of medical guideline-driven, at-home testing solutions for STIs and COVID-19 are designed to reach the many who are unwilling or unable to visit a physical location.

The Position

We are looking for an experienced Technical Service Manager to join our growing team. This individual will be responsible for driving customer delight through post-sale functions including, but not limited to, technical support, sales support, field service, and service operations. World-class service starts with the customer and reverberates throughout binx health, and as such, this role includes hands-on responsibilities such as interfacing with customers, liaising with internal technical and operational teams, process development, managing technical support resources, and hiring and training team members. This individual will have the opportunity to lead and scale the point-of-care service team as our installed base grows exponentially. Occasional travel is expected.

Responsibilities

  • Oversee operations of technical service and support team including support inquiries, field service and instrument repairs
  • Recruit, hire, train, and lead a team of highly proficient service engineers and technical support representatives, and develop all team members’ careers for future growth
  • Ensure customer satisfaction objectives are met or exceeded, including timely management and resolution of challenging and/or strategic customer situations
  • Manage and implement metrics to quantity team performance
  • Work closely with the Director of Customer Support and other functions to develop and deploy the strategy to scale exponentially
  • Manage and implement technical service processes, service level agreements, and service contracts
  • Closely adhere to all quality management system procedures and requirements.
  • Maintain product knowledge to support continuous improvement efforts through post-marketing surveillance
  • Serve as the voice of the customer in raising issues, problems, feedback, and anything else that may negatively impact the customer experience with our POC instrument
  • Identify and drive new growth opportunities for service revenue
  • Operate with urgency, professionalism, and a sense of ownership

Education, Experience, and Demonstrated Skills

  • Bachelor's Degree
  • Minimum 5+ years of experience in people leadership, technical service, and operations
  • Customer oriented; previous managerial experience of a customer-facing team
  • Passion for and proven success delivering exceptional customer experiences
  • Experience with Salesforce, ERP, Zendesk, or equivalent CRM/ERP/Customer Support systems
  • Ability to effectively influence and communicate cross-functionally
  • Competence to work independently within a fluid, fast-paced environment
  • Experience scaling a service organization with exponential growth in installed base and customer base
  • Warranty / service contract management experience and/or experience growing service revenue
  • Strong attention to detail
  • Unwillingness to lose, proven ability to make subjective decisions under pressure
  • Excellent PC skills including MS Office and Outlook

*Note: All candidates considered for this position are subject to a background check

binx health, Inc. is an Equal Opportunity Employer For interested applicants, please submit resumes to careers@mybinxhealth.com