Manager Technical & Customer Service (BG)

MVE Biological Solutions is the leading global manufacturer of vacuum insulated products and cryogenic systems. More than 50 years ago, they  set the standard for storage of biological materials at low temperatures. Today, they continue to exceed these standards. Industries from around the world look to MVE for excellence and innovation. Their solutions empower industries to better utilize cryogenic technology. In this manner, MVE continues to make a vital contribution in today’s biomedical life sciences industry.

POSITION SUMMARY

This position is responsible for managing the day to day operations of the customer service and technical service departments. Provides superior support and service to external and internal customers by resolving problems through comprehensive information gathering and excellent communication skills with cross functional partners. Continuously improve the customer experience by training staff, setting standards, and monitoring performance metrics.

PRIMARY RESPONSIBILITIES (include but are not limited to)

• Lead and manage the technical and customer service team, ensuring efficient communication and issue resolution in support of MVE products.
• Hire, train, and mentor staff to ensure high-performance levels and customer-centric focus.
• Establish department standards and Key Performance Indicators (KPI).  Monitor team performance, provide coaching and feedback for continuous improvement.
• Oversee order processing, ensuring timely and accurate fulfillment of customer orders.
• Build and maintain strong relationships with distributors, acting as the primary point of contact for invoice issues, warranty inquiries, and concerns.
• Ensure technical and customer service enters complaints accurately with all necessary details into the complaint handling system.
• Handle escalated customer complaints and resolve issues promptly, ensuring minimal disruption to business relationships.
• Collaborate with production, inventory, and logistics teams to track and manage orders, ensuring on-time deliveries.
• Address any issues related to product availability, order status, and shipment delays.
• Ensure thorough understanding of the company’s products and services to provide accurate and timely information to customers.
• Work closely with product development and engineering teams to provide feedback on customer needs and potential product improvements.
• Proactively identify potential issues that may affect customer satisfaction or order fulfillment and take steps to address them.
• Work cross-functionally with manufacturing, logistics, and sales teams to resolve issues related to production delays, quality concerns, or logistical challenges.
• Prepare reports on customer service KPIs and present findings to senior management for decision-making.
• Recommend improvements to enhance service quality and customer experience based on data analysis.
• Collaborate with other departments to identify and implement improvements in the supply chain, order management, and product delivery processes.
• Work closely with the sales and marketing teams to align customer service strategies with sales objectives.
• Work with the manufacturing and engineering teams to develop and implement efficient service procedures.
• Coordinate with the production and quality control departments to address any issues related to product quality or manufacturing delays.
• Provide input to product development regarding recurring technical issues, customer feedback, and potential product enhancements.
• Control service and warranty-related expenses, including parts, labor, and travel costs, to meet financial targets.

COMPETENCIES & PERSONAL ATTRIBUTES

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills for dealing with clients and internal teams.
• Excellent troubleshooting and problem-solving skills with the ability to resolve conflicts.
• Knowledge of order processing, logistics, and supply chain management.
• Ability to understand engineering drawings and technical manuals.
• Familiarity with Microsoft Office Suite (Excel, Word, PowerPoint) and Salesforce.
• Ability to analyze data and generate reports.
• Desire to own decisions and take responsibility for outcomes.
• Strong organizational and multitasking abilities with excellent attention to detail.
• Proactive, with the ability to anticipate customer needs and respond promptly.
• Analytical mindset with a focus on continuous improvement.
• Ability to thrive in a fast-paced and dynamic manufacturing environment.
• Strong customer orientation with a focus on building long-term relationships.