BBI exists to help our customers create advances that improve health and save lives. We are seeking a Technical Manager to join our team. This is a permanent, full-time position based at our site in Crumlin. Join our team: advancing health, together.
The Role
The Technical Support team and its members is a critical customer facing role that is at the forefront of managing and resolving all customer technical product support requirements.
As part of this, the Technical Support Manager will provide technical support and troubleshooting expertise to customers and internal stakeholders across BBI’s product portfolio and establish a trusted advisor relationship that works to ensure the customers’ overall satisfaction with BBI products.
The role requires efficient and effective communication with customers and internal departments to find and deliver query resolutions for customers via BBI’s CRM, therefore working cross functionally, including with regulatory, quality, product management, operations, and the sales team. They will need to act as the point of coordination for relevant projects, action plans and activities that to address customer support needs.
The Technical Support Manager will also be responsible for the identification of revenue opportunities through their technical engagements, and for promoting and driving BBI’s customisation services and offering. They will do so as part of their day-to-day technical support activities, participation in Expert to Expert events (and similar), and more generally as they seek to promote these capabilities in all their customer engagements.
This multi-skilled role will be responsible for ensuring the customer journey is a smooth process and one that a customer will want to repeat. They will also deliver improved customer centricity and support, and increase sales effectiveness by minimising sales and account manager involvement in technical query resolution.
In this role your responsibilities will include:
1. External relationships and customer required activities
2. Establish a trusted advisor relationship with customers and internal stakeholders that works to ensure the customers overall satisfaction with BBI products
3. Be the first point of contact for BBI’s customers and account managers. Triage and direct enquires to the relevant teams. Act as liaison and coordinator between operations, commercial and the customer for technical query resolution and support activities
4. Ensure the utilisation of Salesforce (SFDC), ‘Service Cloud’ as the main communications tool to triage and record customer information and interactions, ensuring all SFDC SLA’s are met
5. Gather intelligence, interpret customer technical requirements and market trends and feed into Product Management and other stakeholders
6. Support commercial and operations during improvements of existing products and development of new products
7. Support internal partners in the collation of evidence as may be required to support technical resolution and complaints / query investigations
8. Product technical support
9. Prioritise and drive resolution of escalated customer issues and meet set targets with timely response and issue resolution
10. Manage customer support activities for current/newly identified customer base
11. Work with cross-functional, cross-product line teams to ensure consistent, efficient processes and procedures
12. Provide troubleshooting expertise as required to both internal and external stakeholders
13. Support with the technical transfer process as required
14. Become a ‘product range expert’, supporting the Sales team with training, intelligence and product and customer insights
15. Review and approval of Customer memos / Change notifications in relation to technical matters
16.
Growth and new business:
17. Actively seek and promote new business opportunities during all customer engagements
18. Promote and advocate for BBI’s customisation services and capabilities, having a deep understanding of these capabilities, and the processes for initiating such activities
19. Engage and support relevant sales leader / team in any potential new business opportunity and assist with quotations and proposals as required
20. Support Account Managers & Business Development Managers across all territories as and when the sales teams require additional technical support and engagement (including in sales meetings and Expert to Expert events)
21. Attend customer meetings and key conferences to provide technical support, gain market insight and identify future opportunity
22. Hold and coordinate regular customer meetings/calls to when providing technical support
23. Help qualify commercial opportunities and support the sales process where technical engagement is required
24. Pro-actively engage in customer sampling events- engaging customers to support and help optimise their sampling activities, support and investigate customer sampling queries, and follow up in the event of poor sampling outcomes to determine cause, next steps, and opportunities to overcome
You should apply if:
25. Batchelors degree in Chemistry, Bio Sciences or related discipline
26. Master’s or Doctorate Degree preferred
27. Sales and negotiation training
28. Recent experience of leading technical and support teams in similar organisation
29. Professional level pharmaceutical, life sciences or biotechnology industry experience essential
30. Sound technical knowledge / understanding of IVD reagents products
31. Knowledge of other functions that provide inputs regularly such as Operations, R&D, Supply Chain, Product Management, Technical Transfer, Sales, QA etc.
32. Project Management experience- with ability to lead and coordinate cross functionally
33. Practical experience of applying Lean and/ or Six Sigma techniques
Our Recruitment Process
If this role sounds like it’s for you, click ‘apply’ today. Once we’ve received your application, a member of our recruitment team will be in touch to arrange a call. On this call, we’ll be able to tell you a lot more about working here at BBI Solutions, how ‘a day in the life’ of this position looks and discuss the next stages of the recruitment process.
If you are an internal employee applying for this vacancy you and your manager are required to complete an internal transfer form. This needs to be completed in full and attached to your application along with your CV and cover letter.
As part of career development and succession planning internal applicants will receive priority consideration initially, please ensure that you apply within the initial two-week period to support this.
Why Choose BBI
We are committed to promoting and protecting the physical, financial, and emotional well-being of all our employees. With our employees focused on others, we’re focused on them. That’s why, at BBI, we’re dedicated to providing our employees with access to global resources and site-specific benefits that support their health and wellbeing.
34. Competitive Salary with Yearly Salary Reviews
35. 5% Contributory Pension Scheme
36. Life Assurance (4x Annual Salary)
37. Private Health Care Scheme – including dental
38. Global Employee Wellbeing Programme
39. Reward and Recognition Programme
40. Commitment to Career Development
41. Generous Annual Leave Package
42. Cycle to Work Scheme
43. Refer A Friend Scheme
44. Subsidised Canteen
45. Free Onsite Parking
46. Electrical Vehicle Lease Scheme
47. Electrical Charging Points
48. State of the Art Facilities – Certified Centres of Excellence
We’re also focused on development, creating an environment that allows our employees to nurture their talent and empowers you to make a difference. This is achieved by providing our employees with access to learning opportunities to help achieve personal career goals.
About BBI
For more than 70 years, we’ve been perfecting reagents, both native and recombinant, to help IVD and life-science teams turn breakthrough ideas into reliable, life-saving advances.
Great products are only the start. From troubleshooting tricky performance issues and customising reagents to meeting new regulatory standards, our scientists work to clear obstacles and accelerate progress. That’s why we continue to invest millions in new recombinant capabilities that help create diagnostics that improve health and save lives - in a more ethical and sustainable way than ever before.
Equal Opportunities
BBI are an equal opportunity employer and believe in fair treatment for all candidates. Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, pregnancy, citizenship, marital status, gender expression, genetic information, political affiliation, or any other characteristic protected by law.
We ask that all applicants complete an equal opportunity monitoring form on a voluntary basis, with all submissions remaining anonymous. The information on the form will be used for monitoring purposes only and will not be used in any decision affecting you.
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Please note that we reserve the right to close this advertisement at any time upon securing a suitable candidate.