Customer Service Manager – Boston – 1273

1275 – Customer Service Manager – Boston

We are seeking a technically oriented person who is experienced in managing a small team.

Our client is a French high-technology company specializing in noninvasive diagnostic products and services for hepatology. The company develops, manufactures and markets several product ranges: FibroScan devices, FibroMeter tests and FibroView solutions.

The company’s ambition is to become the leader in non-invasive hepatology diagnostics worldwide and to continuously strive to improve the patients ‘quality of life.
The company has six subsidiaries:
-Two European subsidiaries in Germany and Spain.
-Three subsidiaries located in Hong Kong, Shanghai and Shenzhen (to cover the Asian markets).
-One subsidiary based in Boston, MA.

They have 500 machines installed in the US already (major cities) –

Key Responsibilities:
• Manage a team of after sales service technicians

• Plan and coordinate the after-sales service

• Draft technical handbooks for after-sales service and establish a troubleshooting process

• Resolve complex technical issues and provide customer service

• Organize equipment refurbishment, relocation, installation, configuration changes, upgrades, etc.

• Follow-up of the engineering problems encountered in the field
Requirements and Qualifications:
• Degree in Engineering

• 7+ years customer service and management experience

• Experience working in manufacturing and/or production is preferred

• Skills in problem-solving and ability to prioritize

• Excellent communication and interpersonal skills

• Experience managing a small team (4-5 people)

• Ability to travel 20%

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