JOB DESCRIPTION:

Job Description Technical Services Manager

Role Description

The Technical Manager is responsible for the regional management of technical support, end user training, field support operations, application support, visibility & data improvement and connectivity within the region, with the goal of supporting the business growth by delivering the best customer experience.
 

The Technical Manager works in close collaboration with full cross functional management team including the local and regional commercial leads, heads of Quality and Regulatory, Compliance , Marketing Medical and Scientific Affairs to grow and support the business in the region.

Where the business is indirect, the Technical Manager will support and control local distributors to ensure to ensure customer needs and service SLA's are met.
 

She/He acts as a key stakeholder working to build and maintain technical relationships with implementing partners and MOH contacts.
 

The Technical Manager is a critical partner of the regional commercial team and shall actively support commercial activities and regional growth.

 

Duties and Responsibilities

Deliver best in class customer experience, create customer loyalty

The Technical Services Manager role's objective is to deliver the best-in-class customer experience to all customers across her/his region by executing on the service delivery processes. The objective is to create customer loyalty to sustain and grow the ARDX IDEM regional business.
 

Handling customer’s technical complaints with ARDx tech support team and ensuring all tech support cases are fulfilled in timely manner according to Abbott’s policy.
 

Monitor and support regional technical services activities

The Technical Services Manager holds all regional employees, contractors and distributors accountable for carrying out the required processes and tasks necessary to achieve SLA's and for providing the best customer experience.
 

These activities include, but are not limited to, monitoring and support of instruments installation, maintenance, connectivity, replacement, consumable consumption and the reporting of associated KPI’s
 

The technical service manager will monitor consumables utilization rates in the region and make sure that customers have sufficient stock to operate and will team-up with the commercial team to ensure customer uptime.
 

The technical service manager will hold accountable on supporting the end user in evaluation processes of lateral flow business , demo evaluations of the POC devices, trouble shotting and other related system applications.
 

Deliver training program

The role involves evaluating local product (instruments and RDT's) related educational needs for customers, staff and distributors as well as deploying the required training programs to address identified needs. The efficiency of the training will be monitored against a set of goals and criteria.
 

He/She will hold accountable to complete the product knowledge global certification program for all relevant product lines in his/her region
 

Support local sales and grow the business

The Technical Service Manager will support local sales team by being the preferred contact point for the customer technical and training stakeholders and by engaging into/supporting the sales activities where technical support is required, with the objective to grow the regional business.
 

Through his/her access to the hospitals / clinics/ other customers, he/she will help in improving the visibility on the market data including market insights, installation data record, utilization data record, and addressing the proper opportunities to the sales team for business growth.
 

Reviewing tenders/bids technical specs and requirement for proper product selection
 

Build regional partnerships

The Technical Service Manager is responsible for building partnerships internally and externally with distributors or other stakeholders and liaising with team leaders, to ensure the delivery of the required services, and to develop solutions to any issues that may arise.
 

Required experience.

The role requires several years of experience (3 to 5) in a similar role, with experience working with large teams and international teams.
 

Skills and Qualifications

• Motivated, self-starter who can work with limited supervision in a challenging environment.
• BSC or BTech Degree in Biomedical Engineering, BTech in Medical Technology, BSC Biological Sciences or equivalent degree with experience working with IVD's or a strong laboratory background.
• Experience with Connectivity (IOT) a distinct advantage.
• Fluent in written and spoken English a requirement.
• Project management skills or certification are an advantage.
• Application experience is a big plus
• Experience working in a program environment or working with or for implementing partners an advantage.
• This position will require up to 60% travel time.
   

Regional responsibility:

• Middle east including Saudi
• North Africa
• East Europe & Russia.

Travel:

• As per the business need.

Location:

• Saudi – preferably Riyad.

Languages:

• Fluent in both Arabic & English

     

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Field Services

     

DIVISION:

ID Infectious Disease

        

LOCATION:

Saudi Arabia > Riyadh : NCCI Tower

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

Yes, 50 % of the Time

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Not Applicable