Technical Service Manager
il y a 5 jours
Altorf
Technical Service Manager Northern European Cluster (France and Benelux) Altorf or Massy, France We’re looking for a strategic Technical Service Manager (TSD) to lead our Technical Service operations across France & Benelux. In this pivotal leadership role, you’ll drive operational excellence and deliver a world-class customer experience across technical support, field service, and in-house repair for Antech’s innovative veterinary medical devices. You’ll build, inspire, and develop a high-performing team of technical specialists, field engineers, and repair technicians, ensuring seamless service delivery, rapid issue resolution, and a strong culture of customer focus and continuous improvement. Responsibilities include: • Partner with the General Manager NEC on long-term strategy, budgeting, and forecasting for Technical Services operations., • Collaborate with NEC executive staff to deliver strategic goals, manage workflows, and ensure operational efficiency and exceptional customer service., • Build and lead a multi-country Technical Service team across the North European Cluster., • Recruit, train, and develop technical support and field engineering teams., • Oversee daily operations across technical support (1st/2nd line), field service, and in-house repairs., • Ensure fast response and resolution of technical issues to minimise downtime and maximize customer satisfaction., • Develop and implement service strategies, pricing, and KPIs for performance, quality, and customer experience., • Align with cross-functional teams to standardise and improve service processes., • Collaborate with Sales, Marketing, Quality, and Regulatory teams on new product readiness and compliance., • Build strong relationships with key veterinary clients to enhance service satisfaction and identify improvements., • Manage the service operations budget, optimising resources for cost-effective, scalable, and consistent delivery., • Foster a culture of excellence, accountability, and customer focus that supports associate growth and development. Education and Experience • Proven experience in technical service management, preferably in the medical devices or veterinary technology industry, with a track record of success in managing complex organisations., • Strong understanding of service delivery models including hotline support, field service, and in-house repair., • Excellent interpersonal skills, with the ability to build and maintain strong relationships with customers, investors, and other stakeholders. Knowledge, Skills and Abilities: • Excellent communication skills, with the ability to clearly and effectively convey information and ideas to a variety of stakeholders., • Good leadership skills, including the ability to motivate and engage direct reporting teams., • Strong analytical skills with extreme attention to detail., • Outstanding analytical and problem-solving abilities., • Ability to work well under time constraints., • Strong diplomacy and adaptability attributes., • Fluent in English and French; Dutch is a strong plus., • Able to travel across the Northern Europe cluster, up to 35%.
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