Hologic Technical Support Manager, EMEA in Belgium

Technical Support Manager, EMEA

Post Date Sep 10, 2018

JOB PURPOSE

To develop, Implement and drive a multi-cultural and multi-disciplined cross-divisional Technical Support team across multiple locations in Europe. Align process and procedures across the company to standardize and drive efficiency, productivity and compliance to quality and regulatory complaint capture requirements. Support the business in achieving business growth and market share through exceptional customer experience, for the benefit of patients everywhere. Responsible for coaching, developing and engaging their team and motivating them to achieve relevant targets. Responsible for provision of excellence in customer service and support. Effective representative for and positive promotion of the Hologic brand.

KEY RESPONSIBILITIES

Drives Results and Technical Support Business Performance:

  • Develops and executes against strategic regional business plans to assure service levels are delivered

  • Is self-directed in working with their colleagues cross functionally and local commercial sales team to meet and exceed business objectives.

  • Sets key metrics to drive both customer experience and efficiency

  • Constantly seeks areas of continuous improvement

  • Collaborates with other team members and other Hologic resources to achieve desired customer outcomes.

Displays Business Acumen and Organizational Astuteness:

  • Understands customers and company’s business and financial drivers to assist in developing business solutions.

  • Ensures team are trained and continuously building on experience and knowledge base

  • Builds and leverages relationships at all levels and networks both internally and externally to achieve desired results.

  • Anticipates and navigates situational resistance within their region to new ideas or business development efforts to gain agreement/acceptance.

Influences, Negotiates and Communicates for Impact:

  • Is effective at asking relevant questions and listening to understand business issues and goals within their region and provide mutually beneficial business solutions.

  • Builds strong relationships with internal team members and external contacts based on trust and communication.

  • Determines what is relevant to different audiences and applies to deliver high impact presentations and make compelling cases.

Demonstrates Critical Thinking and Emotional Intelligence:

  • Embraces and encourages learning new skills, knowledge and behaviors.

  • Works to become more self-aware and demonstrates self-regulation in making business and personnel decisions.

  • Displays ability to properly define business problems and /or opportunities and develop effective solutions based on information, facts and evidence.

Displays Accountability and Leads and Develops Others:

  • Creates and leads plans for change within their area

  • Understands and focuses on driving sustainable results.

  • Demonstrates ability to attract and select strong performer with potential.

  • Provides insight, coaching and development to grow their direct reports to their full potential.

  • Holds self and their direct reports accountable to fulfill commitments and model all behaviors asked of others.

• Additional job duties may be assigned from time to time.

CORE COMPETENCIES

• General (All Roles) – Open Communication, Flexibility, Teamwork, Customer Focus, Organizational Understanding.

• Role Specific (This Role) –Planning & Organizing, Technical Expertise, Managing Others, Negotiation, Leadership.

EXPERIENCE, QUALIFICATIONS

• 5+ years of successful customer support experience

• 2+ years of leading high performance teams/function in a diverse environment

• Graduate Diploma or Business Administration qualifications

• Excellent written and verbal communication skills (in English)

• Other language capability desirable

• Proficient in Microsoft Office Suite, experience with CRM and ERP systems

TRAVEL REQUIREMENTS

40-50% travel time – fluctuating with requirements of the business.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.