Technical Support and Training Manager

Chelmsford - Building 15

Brand:   Brooks Automation

REQ ID:   R6635

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Company Overview

At Azenta, formally Brooks Life Sciences, new ideas, new technologies and new ways of thinking are driving our future. Our customer-focused culture encourages employees to embrace innovation and challenge the status quo with novel thinking and collaborative work relationships.

All we accomplish is grounded in our core values of Customer Focus, Achievement, Accountability, Teamwork, Employee Value and Integrity. At Azenta, we are dedicated to enabling life sciences organizations around the world to bring impactful breakthroughs and therapies to market – faster.

Position Summary:

The Technical Support and Training Manager oversees the technical support of field engineers and techs and company customers who are diagnosing, troubleshooting, and/or repairing complex equipment, sophisticated systems (computer, software and/or applications).  They supervise those that respond to situations where standard procedures have not isolated or fixed problems in equipment, systems, and/or software.  They establish and maintain lines of communications with others on design, reliability and maintenance and ensures that personnel are current with latest updates.  This leader may be involved with installation/implementation activities and training programs while also being involved in selecting, developing, and evaluating personnel.

Key focus areas:

  • Develop and implement effective training and technical support strategies for all service-related employees and channel partners who provide aftermarket services.
  • Develop and implement technical support strategies to support product/customer mix
  • Lead and direct a team to provide Global product support and training for all Life Science products
  • Develop and maintain regular training programs for internal and external parties.  Keep and maintain training records and skill matrix for all parties receiving training.
  • Monitor leading indicators (or key process indicators) of customer satisfaction
  • Develop and implement standard operating procedures, performance metrics, and feedback mechanisms for the support engineers
  • Develop and implement incident management procedures for high severity events
  • Ensure that our capabilities are aligned with customer demands including differences in product mix, region, languages and time zones
  • Lead efforts to ensure product and technical support, customer service, training and field service readiness while improving participation in the product development process. Develop and maintain training content/tools to support blended learning technologies.
  • Develop and manage operational budgets and business cases to support investment requests.
  • Achieving revenue targets for external training and support offerings
  • Responsible for driving the Customer Allegiance initiative
  • Monitor leading indicators (or key process indicators) of customer satisfaction
  • Escalation management

Candidate qualifications / education/ experience:

  • Bachelor’s or advanced degree with significant experience necessary to possess an in-depth understanding of the technologies and functions.
  • Minimum 4 years of experience, preferably in field service and leading a team of Field Service Engineers
  • Industry experience in life science, healthcare, medical device, or pharma related industry is a plus

Relevant additional requirements:

  • Experience in designing robotics, mechanisms for automation, and complex electro- Experience delivering technical support and training
  • Experience working w/ a big product mix, with a large number of customer inquiries a day (ie we have >50 customer tickets open at any given time)
  • Managing a large global team
  • Evidence of designing and implementing improved processes and operational policies
  • Develop an organizational strategy (headcount, location, training) to ensure that our capabilities are aligned with customer demands including differences in product mix, region, languages and time zones
  • Develop new Support strategies and help us innovate and scale the Support org (such as Augmented reality, AI, self service)
  • Work cross functionally with Product and R&D and advocate the voice of our customers
  • Takes great pride in the customer experience and is accountable to the team’s failures)
  • Demonstration of Building customer loyalty
  • Has worked in a service environment and has an excellent knowledge of customer service, field service, depot repair, and technical service
  • Strong customer focus and a passion for delivering excellent customer service
  • The ability to plan, coordinate, and prioritize multiple and simultaneous projects, issues, and activities
  • Familiarity with remote desktop applications and help desk software (eg. Zendesk, Service Lightning)
  • Ability to diagnose and troubleshoot basic technical issues
  • Ability to provide step-by-step technical help, both written and verbal
  • Excellent problem-solving and communication skills
  • Industry experience developing and implementing training and technical support programs, preferably with a global reach and within a product/field services business architecture
  • Ability to present and influence and an executive level, and ability to build positive relationships across multiple layers in the organization
  • Excellent interpersonal skills (both written & oral) required.
  • Proficient with MS Office Suite, eLearning systems.

We are building a high-performance organization with a collaborative team culture and passion for customer focus and are looking for exceptionally talented individuals with an appreciation for life sciences and a customer service mentality to join our team. If this sounds like you, we’d like to hear from you!  We offer an exceptional compensation and benefits package. 

EOE M/F/Disabled/VET

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