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    Product Support Manager, US - Birmingham, United States - BioGX

    BioGX
    BioGX Birmingham, United States

    1 week ago

    Default job background
    Description
    About the Organization
    BioGX is a global molecular diagnostics company focused on the health and safety of communities all over the world. We design, develop and manufacture products and devices for Clinical, Water Quality, Food Safety and Pharma Quality. We are headquartered in Birmingham, AL.

    Location
    BioGX Birmingham Downtown

    Full-Time/Part-Time
    Full-Time

    Description

    Purpose of the Position:
    Product Support Manager serves as an internal voice of customer and product support expert to customers and partners for all BioGX products. This is a mid-career growth position that will drive and assist with developing customer requirements, provide prompt technical issue identification and resolution, proper routing of customer support escalation. Will act as an additional internal support person to manage existing and new customers as a team leader of Product Support Specialists.

    Essential Duties and Responsibilities (other duties may be assigned):
    • Serves as the Process Owner for processes assigned by the BioGX Job Function Training Matrix and is responsible for the effective execution and relevancy of each documented process assigned.
    • Report to Director of Marketing, Product Support & Innovation
    • Participate in customer meetings and senior level business meetings.
    • Serve as primary customer contact for product support related to field installations, products training and applications support.
    • Maintain and manage excellent relationships and highest customer satisfaction.
    • Work with Operations and Manufacturing to plan customers' and distributors' product forecasts and production.
    • Intake, triage, and escalate more complex product related technical issues to Technical Support and Quality.
    • Respond to inquiries on product offerings and technical questions via email, phone and/or field visit.
    • Contribute to quality compliance through proper and concise documentation of product or technical inquiries.
    • Maintain product knowledge and contribute to process excellence through continuous improvement efforts.
    • Create product related documents such as package inserts marketing collaterals.
    • Manage all RMA activities with Product Support Specialist.
    • Be customer's voice for internal BioGX teams - marketing, product development & Quality.
    • Customer Feedback Management
    • Manage custom manufacturing documentation
    • Manage post-market surveillance documentation
    • Support complaint investigation documentation
    • Be customer's voice for internal BioGX teams - marketing, product development & Quality.
    • Support Sales staff meetings that require technical expertise.
    • Represent BioGX at tradeshows, conferences and distributor partner meetings.
    • Requires greater than 50% travel.
    • Supervisory Responsibilities: May supervise one or more depending upon project scope.
    Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    • Experience of nucleic acid, PCR-based diagnostic test product development experience.
    • Experienced with DNA and RNA sample processing and sample stabilization procedures, and with BSL2 procedures and safe handling of human blood and fluids to obtain purified nucleic acids for use in test procedures.
    • Well organized and efficient with handling multiple tasks at the same time.
    • Technical supervisory experience
    • Knowledge of CRM/Database software
    • Fluent in the use of Google Suite and Microsoft Office
    • Excellent written and verbal communication skills
    • Ability to work in a team environment, with the ability to relate to both highly educated and unskilled team members.
    • Ability to handle and resolve conflicts and work under stressful conditions ???????
    Education and Experience: The ideal candidate will have a Ph.D. or equivalent degree in Chemistry, Molecular Biology or related field with 5 years of field experience or M.S. degree with 10+ years of field experience.

    EOE Statement
    We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

    This position is currently accepting applications.
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