Field Support Manager

2 weeks ago

Quebec City, Canada Bio-Rad Laboratories Full time

Vue d'ensemble:
Le gestionnaire du service technique est basé à Montréal. Il dirige et supervise le service technique (ST) afin d’atteindre les objectifs de rendement du territoire régional, de satisfaction du client et d’objectifs des dépenses. Il gère la charge de travail du territoire d’une région par l’analyse régulière des affectations de comptes du ST. Il identifie les besoins en effectifs supplémentaires, cible les emplacements optimaux et accompagne le service des ressources humaines lors du recrutement du personnel du ST. Il assure l’utilisation optimale du personnel de terrain et un temps de réponse mínimal grâce à une gestion ciblée de l’emplacement du personnel. Il modifie les limites et l’organisation des territoires du ST afin d’atteindre les objectifs. Avec une analyse des données relatives aux coûts, il exerce un contrôle des frais de soutien et élabore des stratégies pour en corriger les excès. Il aide à la résolution de problèmes difficiles rencontrés chez le client et en assure le suivi afin de vérifier que les besoins du client sont satisfaits. Il travaille avec les directeurs des ventes locaux lors de l’installation de nouveaux instruments. Il identifie la formation et le développement nécessaires au personnel afin d’atteindre les objectifs de performance régionaux. Il planifie et exécute les programmes de service et de soutien afin de réaliser les objectifs commerciaux établis avec la direction. Il s’assure que tous ses subordonnés directs connaissent les procédures opérationnelles normalisées du service et fournit une rétroaction sur leur rendement dans le cadre du processus d’évaluation annuelle et à des intervalles réguliers. Il offre du soutien et assure une formation, selon les besoins, sur le logiciel CRM. Il assure le maintien des objectifs d’inventaire et de l’exactitude des rapports d’appréciation directe.

**Comment vous aurez un impact**:

- Supervise le personnel du service technique (PST) dans le cadre de l’entretien programmé et non programmé des équipements des clients ou de l’entreprise (entretiens correctifs et préventifs).
- Orchestre des solutions aux problèmes techniques non routiniers, en coordonnant les ressources disponibles à l’intérieur et à l’extérieur du territoire.
- Détermine les besoins en ressources au sein des territoires. Effectue une analyse trimestrielle de la charge de travail pour déterminer les besoins en ressources de service, de soutien et formule des recommandations concernant le calendrier des visites des divers territoires.
- Mesure les activités de service par rapport à des repères établis.
- Évalue les résultats obtenus par le personnel de service et de soutien. Recommande tout changement de statut.
- Est responsable de la satisfaction de la clientèle en ce qui concerne la programmation et l’achèvement des activités de service et de soutien dans les délais impartis, la gestion efficace des plaintes et la résolution des problèmes.
- Fournis une assistance technique au département des ventes, du marketing et au personnel d’assistance concernant les plaintes formulées par les clients.
- Évalue la performance des produits et prends des mesures correctives en cas de problèmes de performance inhabituels.
- Maximise le temps de fonctionnement des instruments en s’assurant que le personnel du service technique a une formation polyvalente adéquate pour soutenir les clients de leurs territoires. Détermine la nécessité et la programmation de la formation du personnel de soutien.
- Effectue d’autres tâches selon les besoins.
- **
Ce que vous apportez**:

- Connaissance de l’électromécanique/électronique et de la robotique dans un environnement biotechnologique.
- Connaissance pratique des logiciels de tableurs, de documents, de bases de données et de mappage de données.
- Solides compétences en communications écrites et orales. La maîtrise du français et de l’anglais est un atout.
- Connaissance avancée du dépannage et de la résolution de problèmes en électromécanique et des produits d’instrumentation en biotechnologie.
- Solides compétences en matière de gestion du temps et d’organisation.
- Capacité de voyager à court terme et disponibilité pour travailler les fins de semaine ou le soir, au besoin.
- Le bilinguisme (anglais et français) est requis.
- Baccalauréat ou l’équivalent dans une discipline liée à l’ingénierie, aux sciences de la vie ou à la technique.
- Plus de 8 ans d’expérience liée au domaine du service technique, avec une expérience de gestion ou de supervision ou une combinaison équivalente d’études et d’expérience.
- Expérience et connaissances dans un environnement du service technique, compréhension des méthodes analytiques d’un territoire, réalisation des objectifs de satisfaction des clients, etc.
- Expérience et connaissance de la structure et de la concepti

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