Manager, Service Support Engineers *PC 65

Are you ready to start revolutionizing biomedical research? When you join Miltenyi Biotec, you join a family that is passionate about making a real impact – one breakthrough at a time. For over 30 years, we have played a pivotal role in the design, development, manufacture, and integration of products for sample preparation, cell separation, cell analysis, imaging, and cell culture needs. These developments have led to cutting-edge cell and gene therapies – transformative methods that mobilize the body’s own cells and genetic blueprint to tackle diseases such as cancer and autoimmune conditions. Today, our more than 18,000 solutions play a vital role in paving the way for the medicine of tomorrow.

Manager, Service Support Engineers 

Auburn, CA

Your Tasks:

Responsible for managing the North American Service Support Engineering team. Directs the coordination of service support engineering activities including front line escalation, escalation to global service, training & on-boarding, ensuring on-going competency and distribution of all technical updates.

Essential Duties and Responsibilities: 

• Drive initiatives in the service team and organizationally that contribute to improving long-term service excellence.
• Develop current and future staff through training and mentoring to meet current and future instrument service business needs.
• Responsible for evaluating and introducing service training for new product launches and modifications to existing product service plans.
• Interface with GmbH on overlapping service initiatives, provides technical feedback from the Auburn facility to manufacturing and engineering.
• Act as the primary escalation contact for all direct reporting staff and secondary escalation contact for all non-direct reporting service staff.
• Partner with Service leadership on project evaluation, planning and prioritization for improving the service quality, efficiency and profitability.
• Provide updates/reports to department head.

Requirements:

• Bachelor's Degree in an engineering or science related discipline; A minimum five years’ experience in service support engineering role: or equivalent combination of education and experience.

Knowledge:

• Demonstrated technical knowledge in instrumentation, system level electrical/mechanical, and fluid control systems. knowledge of FDA regulations and laser experience.

Skills:

• Technically proficient with excellent problem-solving skills.
• Customer service focused, adaptable and collaborative.
• High attention to detail with strong analytical and communication skills.

Abilities:

• Translate strategy into action.
• Effective verbal and/or written communicate at all levels of organization.
• Ability to multi-task.
• Proven track record of success in escalated situations.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to walk; use hands to finger, handle, or feel; reach with hands and arms, talk, and hear. The employee is required to stand; climb or balance and stoop, kneel, crouch. The employee must occasionally lift and/or move up to 50 pounds alone or up to 80 pounds dual lift. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus. Must have ability to handle more than one task at a time and must work at a rapid pace while maintaining attention to detail.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This job is performed in a variety of facilities. This person will have an office environment for about half of the work performance, which is temperature controlled. This job requires the person to