Customer Technical Support Manager

Our client, a leader in diagnostics and healthcare, is seeking a dynamic and experienced Customer Technical Support (Hotline) & Dispatch Manager to lead their Help Line & Dispatching support team for diagnostics products in France.

You will oversee and manage customer technical call centre and dispatching operations (team of 10), ensuring efficient and effective communication between technical support teams and customers. You will manage a team of highly qualified professionals in the field of diagnostics (biologists / chemists), who provide support to customers using their diagnostic products (laboratories, hospitals, clinics etc.) This role is critical in ensuring the highest level of customer satisfaction.

You will be part of the European CTS & Coordination team and report to the European Senior Manager, Customer Technical Support and Coordination, based in London.

Key Responsibilities

• Develop and implement support strategies, policies, and procedures to improve the efficiency and effectiveness of the customer technical call center and dispatching operations
• Support customer service improvement initiatives using Net Promoter Score (NPS) feedback and Voice of the Customer (VOC)
• Drive planning activities for engineers across proactive and reactive interventions
• Take ownership of customer issues, escalating where necessary, and maintain regular communication with internal and external stakeholders
• Foster a collaborative and high-performance culture through analysis, reporting, KPI setting, and continuous improvement initiatives
• Support talent development, employee engagement, diversity & inclusion initiatives, and change management
• Stay informed on industry developments and apply best practices using associated DBS tools

Requirements

• Minimum 5 years of experience in technical support, including at least 3 years in a leadership or management role
• Experience in Biomedical Engineering, Life Sciences, or similar industry
• Strong leadership and team management skills with the ability to motivate and develop teams
• Excellent written and verbal communication skills
• Knowledge of regulatory standards and compliance requirements within the diagnostics industry
• Fluent French and English
• Ability to travel occasionally

Fully on-site position in Villepint