Manager Market Support Group

Job Description In our global AutoChem business unit, we develop synthesis, sampling and reaction and particle analysis tools as well as modeling software for scientists in pharmaceutical and chemical industries. We provide scientists the information they need to deliver life-changing products.

Join our Product Organization at our global operational headquarters in Nänikon-Greifensee and support the fast-growing business opportunity within our unit as a

Manager Market Support Group 100% (all genders) .

Responsibilities

You provide leadership and management of the Market Support Group (MSG), by setting clear objectives and regular performance evaluations, mentor and coach the team (6 Team Members), and foster a positive and collaborative environment.

You manage the efforts of the Product Specialist team to provide excellent second level support for customer issues. You develop, implement, monitor and analyze support processes to improve efficiency and effectiveness.

You manage the team that provides training to the Field Service team. You develop and deliver training programs for the Field Service Engineers, and provide ongoing technical support.

You have the ownership of the MSG and Training laboratory, and you oversee its needs and support the scheduling needs of the organization.

You identify and implement process improvements to enhance support and training functions.

You collaborate with Account Managers and Technology and Application Consultants to provide technical support and product information; You address and resolve sales-related technical issues (2nd level support).

You are an active member of the Product Lifecycle Management (PLM) team and the Global Service and Support department.

You are responsible for the management of the technical writer, you align with other technical writing departments, and define strategy related to future needs in the field of technical documentation.

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