Lead Technical Services Manager

7 dagen geleden

Heerlen, Limburg, Nederland Medtronic Voltijd

Transforming Lives Through Leadership

Join a leading global medical device organization and make a significant impact on patient care by overseeing the Technical Service teams dedicated to Endoscopy and Cardiac Ablation Solutions.

We are in search of a skilled manager to guide two Technical Service teams, comprising a total of 10 full-time employees. These teams deliver remote product assistance, offering troubleshooting guidance and clarifying product functionalities to Medtronic staff and healthcare professionals. Inquiries are received through various communication channels. The Technical Service team is composed of specialists from diverse backgrounds, with the majority based in one location while others operate remotely across Western Europe.

Responsibilities Include:

  • Assume full accountability for all personnel management functions for the two teams, including performance monitoring, setting and evaluating team objectives, and resource allocation.
  • Inspire, mentor, and cultivate a high-performing team through effective coaching and quality assurance. Oversee processes and projects within the team's scope, driving enhancements and operational efficiency.
  • Dedicate time to individual responsibilities and projects, such as system enhancements, departmental objectives, training initiatives, and quality standards.
  • Ensure compliance with key performance indicators (KPIs) and service level agreements (SLAs).
  • Prepare for and participate in audits and inspections, both internal and external.
  • Collaborate closely with supervisors from other technical service and patient contact center teams.
  • Engage with counterparts across departments, businesses, customers, and marketing, representing the department in various meetings.
  • Address and manage urgent issues and escalations as they arise.

Essential Qualifications:

  • Bachelor's or master's degree in engineering (biomedical, electrical, mechanical) or biomedical sciences, with a solid technical background.
  • Minimum of 3 years of experience in people management.
  • Familiarity with management techniques such as work scheduling, prioritization, coaching, and process execution.
  • Experience in a technical setting.
  • Strong communication skills.
  • Proficiency in English.
  • A proven leader who enjoys working with a diverse, technically-oriented team.

Preferred Qualifications:

  • Experience within the medical sector.
  • Background in a contact center or technical support role.
  • Strong analytical and problem-solving abilities.
  • Proficiency in Dutch or another European language.
  • Experience managing remote teams.

What We Offer:

We provide a competitive salary and benefits package to all employees:

  • Flexible working conditions.
  • Annual incentive plan based on company performance.
  • Pension scheme and group discounts on health insurance.
  • Training opportunities through various platforms.
  • Employee assistance programs and recognition initiatives.

Our Commitment to Inclusion:

We are dedicated to fostering an inclusive, diverse, and equitable workplace, ensuring that all employees have equal opportunities and feel valued for their unique contributions and experiences.

Our commitment extends beyond our organization, as we strive to address systemic inequities in our communities, aiming for a sustainable impact in the long term.

Guided by our mission, we continue to advance inclusion, diversity, and equity to enhance the well-being of our employees and to accelerate the innovation of our life-saving technologies worldwide.

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