Technical support manager

China, Shanghai

Today, Lonza is a global leader in life sciences operating across three continents. While we work in science, there’s no magic formula to how we do it. Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people. In exchange, we let our people own their careers. Their ideas, big and small, genuinely improve the world. And that’s the kind of work we want to be part of.

As a technical support manager, your role will focus on manage a team of technical scientists who provide support for instruments, software and consumables, kits or reagents.

Job Description:

  • Responsible for overall customer satisfaction. Coordinate resources and/or solutions for all the technical requests including pre-sale, sale and after-sale service
  • Ensure timely response to customer complaints and ensure complaint is processed properly.
  • Monitor, analyze, and provide monthly, quarterly, reports on key indicators and other related performance data. Measure service levels against established objectives.
  • Work with Quality, Product Development, Manufacturing, Marketing and Regulatory Affairs to identify product problems, follow through on resolution, assure departmental compliance with regulatory requirements
  • Responsible for determining the necessity of and the scheduling of training classes to internal sales or external distributors.
  • Support market activities

Every day, Lonza’s products and services have a positive impact on millions of people. For us, this is not only a great privilege, but also a great responsibility. How we achieve our business results is just as important as the achievements themselves. At Lonza, we respect and protect our people and our environment. Any success we achieve is no success at all if not achieved ethically.

People come to Lonza for the challenge and creativity of solving complex problems and developing new ideas in life sciences. In return, we offer the satisfaction that comes with improving lives all around the world. The satisfaction that comes with making a meaningful difference.

Reference: R43585