Senior Microbiology Tech Support Leader (Hybrid)

bioMerieux Inc.; Morrisville (NC); Hybrid; USD 99,000 - 146,000; Full time

Benefits offered by this job

Medical plans

Life Insurance

Disability Insurance

Retirement plan

Adoption assistance

Wellness program

Employee assistance

Commuter benefits

Voluntary benefits

Discount programs

Parental leave

Job summary

BioMérieux Inc. is seeking a seasoned leader to manage the Technical Support Center teams, guiding strategy, change management, and performance across internal and external customers.

The role emphasizes coordinating complex processes, safeguarding quality, and aligning with senior leaders to achieve business goals. You will drive customer excellence, oversee cross-functional initiatives, and mentor managers while operating in a hybrid setup with onsite presence at Raleigh/Durham or Salt Lake

Qualifications

• Bachelor degree required in Medical Technology, Engineering, Business Management, or Life Science.
• 6+ years of related experience in bioMerieux Technical Support center or other medical industry customer support center, specializing in clinical microbiology, including demonstrated ability to lead others.
• Education Substitution: 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 crossfunctional 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 crossfunctional 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.

Skills

Leadership

Cross-functional collaboration

Data analysis

Communication

Change management

Project management

Ambiguity handling

MS Office proficiency

Education

Bachelor degree

Education substitution 10+ years experience

Tools

Salesforce

MS Office

Job description

BioMérieux Inc. is seeking a seasoned leader to manage the Technical Support Center teams, guiding strategy, change management, and performance across internal and external customers.

The role emphasizes coordinating complex processes, safeguarding quality, and aligning with senior leaders to achieve business goals. You will drive customer excellence, oversee cross-functional initiatives, and mentor managers while operating in a hybrid setup with onsite presence at Raleigh/Durham or Salt Lake