Regional Technical Support Manager

Connect Group; Frankfurt; Hybrid; EUR 90.000 - 120.000; Vollzeit

Benefits dieser Stelle

Bonus

Benefits package

Zusammenfassung

Connect Group in Germany seeks an experienced Regional Support Manager to lead field service operations across the DACH region. You will direct line management of Field Service staff, ensuring exceptional customer satisfaction and commercial growth for our market-leading in vitro diagnostic, biotechnology, and clinical equipment.

The role oversees installations, validations, maintenance, and training while driving KPI-based improvements and compliance with ISO 13485 and data standards.

Qualifikationen

• BA/BS degree with 5+ years in service or commercial management.
• Operational excellence: KPI tracking, process improvement, mentorship.
• Experience in regulated medical devices or GMP environments.
• Strong knowledge of ISO 13485 and data compliance (21 CFR Part 11).
• Excellent problem-solving, flexibility, and cross-functional communication.
• Willingness to travel to customer sites and remote offices internationally.

Aufgaben

• Lead, coach, and develop a regional Field Service team with goal setting and on-site visits.
• Oversee on-site services: installations, validations, maintenance, emergencies, and training.
• Manage regional service schedules; monitor KPIs to maximize productivity and compliance.
• Drive post-sale customer monitoring and escalate issues with Product Specialists.
• Administer travel and expense programs to minimize costs.

Kenntnisse

Leadership

Team management

KPI tracking

Cross-functional

Problem solving

Travel ability

Ausbildung

BA/BS degree

Tools

ISO 13485

21 CFR Part 11

Jobbeschreibung

Location: Hybrid around the Frankfurt area

Salary: competitive basic salary, plus bonus and excellent benefits package

We are seeking an experienced Regional Support Manager to lead our client's field service operations across the DACH region. In this crucial leadership role, you will direct line management of Field Service staff, ensuring exceptional customer satisfaction and commercial growth for our market-leading in vitro diagnostic, biotechnology, and clinical equipment.

Key Responsibilities

• Lead, coach, and develop a high-performing regional team of Field Service staff through goal setting, reviews, and periodic on-site visits.
• Oversee on-location customer events and services for biotech and clinical clients, including equipment installations, validations, maintenance, emergency repairs, and training.
• Manage regional service schedules and monitor key performance indicators (KPIs) to maximize productivity, efficiency, and compliance.
• Drive post-sale customer monitoring and manage escalations in collaboration with internal Product Specialists.
• Administer travel and expense programs efficiently to minimize organizational costs.

Requirements

• BA/BS degree and/or 5+ years of experience in service or commercial management.
• Proven track record of operational excellence, including KPI tracking, process improvement, and team mentorship in a high-growth environment.
• Direct experience in highly regulated industries such as Medical Devices or GMP environments (e.g., biologics or drugs).
• Strong working knowledge of ISO 13485 requirements and data compliance standards such as 21 CFR Part 11.
• Excellent problem-solving abilities, high flexibility, and strong cross-functional communication skills.
• Ability to travel to customer sites and remote offices internationally.