Technical Service Manager

About the role

Provide the first point of contact for customers for technical resolution of issues. Supply timely and accurate technical solutions. Complete on-site customer visits to gather information on customers issues. Work with Product Line Manager to develop spare & change parts packages. Consistently observe and promote SHEQ site requirements for self, department, and all contractors, visitors, and guests. Manage a team of technicians, engineers, administrative support, etc.

Technical And Customer Support Responsibilities

• Act as primary the technical interface between Customer Service, Engineering and the customer
• Perform project related engineering tasks for Customer Service projects as needed
• Update internal customers on available improvements and replacements for obsolete items for specific equipment
• Direct/coordinate/manage technical solutions for the technicians/engineers
• Apply product understanding and process knowledge to the development of improved product and increased performance
• Periodically update & hone technical skills & knowledge via formal education, seminars and certificate programs

Requirements

• Bachelor's degree in engineering or related field OR 10+ years equivalent experience
• 8+ years manufacturing operations experience (engineering, purchasing, materials control, administration)
• Strong understanding of industrial plants with PC/PLC control systems, refrigeration, and vacuum systems
• Experience troubleshooting mechanical/electro-mechanical equipment (remote/direct), including PLCs
• Ability to read blueprints, schematics, manuals, and other technical documentation
• Working knowledge of mechanical/electrical tools used in pharmaceutical maintenance/technical support
• Strong communication, customer service, interpersonal, and Microsoft Office skills
• Experience working with internal and external customers
• Proven leadership in industrial technical environments (maintenance/engineering)
• Experience in multicultural/international environments
• Experience supporting equipment in sterile/aseptic environments
• Knowledge of aseptic filling equipment (vials, syringes, cartridges, isolators, VHP)
• Ability to work independently with flexible schedule and short-notice travel
• Valid driver's license and passport required
• Ability to travel up to 25% (~1 week/month), including international travel

Pay

$105,000-140,000 + bonus

Benefits

• Global environment: dynamic, flexible, avantgarde in a multinational and multicultural context
• Diversity & inclusion culture promoted through the Corporate Code of Ethics and dedicated programs
• Continuous learning as a strategic asset for the development and motivation of people
• Wellbeing: flexible working, health insurance, and other initiatives to support well-being of people and their families