Hybrid Microbiology Technical Support Leader

bioMérieux; Morrisville (NC); Hybrid; USD 99,000 - 146,000; Full time

Benefits offered by this job

Health benefits

Retirement plan

Life and disability insurance

Wellness programs

Commuter benefits

Parental leave

Job summary

bioMérieux seeks a senior manager to lead the Technical Support Center teams, ensuring support for internal and external customers across all marketed systems. You will drive change management, align with QA for complaints, and guide cross-functional initiatives to achieve business goals.

You will oversee budgeting, staffing, training, and performance metrics while mentoring junior managers and maintaining a customer-focused culture.

Qualifications

• Bachelor degree required in Medical Technology, Engineering, Business Management, or Life Science.
• 6+ years of related experience in bioMérieux Technical Support center or other medical industry customer support center, specializing in clinical microbiology, including demonstrated ability to lead others.
• Education Substitution: In lieu of a Bachelor's degree, 10+ years of experience, defined above, is required.

Responsibilities

• Lead daily operations, ensuring adherence to company policies and effective communication across frontline teams.
• Set priorities, coordinate team workload, and maintain a strong customer-focused environment.
• Oversee product complaint handling in partnership with Quality Assurance to ensure timely, compliant resolution
• Manage departmental budgets, resources, staffing levels, and capacity planning.
• Provide timely, proactive communication to direct reports and senior leaders on key issues and updates.
• Identify cross-functional needs and develop solutions, implementation plans, and execution strategies.
• Establish and align on departmental best practices to drive operational consistency and improvement.
• Manage complex processes involving customer interaction and collaboration with internal stakeholders.
• Escalate difficult customer issues appropriately and ensure KPI attainment, addressing gaps quickly.
• Prioritize workload, projects, and platform-specific demands to meet business objectives.
• Ensure employees receive appropriate training, development, and continuous feedback.
• Coach, motivate, and mentor team members, including junior managers, to support performance and growth.
• Support cross-functional collaboration, including product launches and field actions, within required timelines.
• Manage customer escalations, resolve system-down situations, and partner with leaders to remove barriers.
• Perform all work in compliance with company quality procedures and standards.
• Perform other duties as assigned.

Skills

People management

Project management

Change management

Data analysis

Cross-functional collaboration

Communication skills

MS Office suite

Education

Bachelor degree in Medical Technology, Engineering, Business Management, or Life Science

Tools

Salesforce

Job description

bioMérieux seeks a senior manager to lead the Technical Support Center teams, ensuring support for internal and external customers across all marketed systems. You will drive change management, align with QA for complaints, and guide cross-functional initiatives to achieve business goals.

You will oversee budgeting, staffing, training, and performance metrics while mentoring junior managers and maintaining a customer-focused culture.