Technical Support Manager will oversee all support responsibilities and ensure proper staffing of the Support personnel. The incumbent will manage all Support processes and procedures in accordance with Luminex Support SOP’s. The Technical Support Manager will insure all communications are documented properly and issues oversee efficient resolution and triage of issues to appropriate resources.
Key Responsibilities of the Job:
Manage Technical Support personnel
Maintains proper staffing to ensure Support objectives are met
Plans and directs training of all Support personnel
Maintains customer satisfaction, resolving issues efficiently and thoroughly
Develop and deliver procedures and tools efficient complaint handling and problem resolution
Manage and coordinates after hours and weekend phone support
Has a working knowledge of all Luminex platforms, software and assays
Participate in the ECO process.
Manage Install Base
Manage and deliver CAPP program to insure individual and departmental goals are met.
Other related duties as assigned.
JOB REQUIREMENTS
Education:
Minimum of Bachelors of Science degree or equivalent
Experience and Training Required:
At least 4 years of laboratory experience
Minimum of 3 years working in a Technical Support
Minimum of 3 years management experience
Familiarity with Oracle a plus
Experience with ISO and FDA guidelines
Experience in a GMP regulated environment
Experience working independently in a fast-paced environment with rapidly changing priorities
Familiar with CLIA, CAP, and JACHO requirements
Location: Austin, TX
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