Brazil After-Sales Manager

In charge of managing support activities (Service & Application) in Brazil with a team that provides second-level support, documentations, and trainings across ERBA's full product portfolio.

Reporting

      Global Service Director (GSD)

               Brazil General Manager

Main Duties

• Lead and manage the Brazil Service and Applications support teams, day-to-day activities to provide technical support for channel partners and affiliates engineers, processes improvements and provide guidance, trainings, and motivation.
• Create and deploy Brazil service initiatives in relation to improvements to support training and documentation processes to enhance business performance across company portfolio.
• Support the initial launch activities of new products both internally and in the field
• Follow up spare-parts replacement, warranty & logistic/shipment process and make sure that recommended spare-parts are ordered by channel partners and subsidiaries.
• Manage results collected from ZOHO CRM, identify gaps and drive for improvement action plan.  Manage SLA ensuring compliance, documentation that KPI's are met and CAPA standard compliant.
• CRM (ZOHO) implementation, managing service cases & calls, trainings, remote support, close focus into the KPI's (Response time, Case Closure Time, PM on time) and inventory install base.
• Full understanding of team results, reporting on Team KPIs. Create metrics and use global company tools to improve support performance; manage employees by objectives, striving for the completion of yearly ‘stretch' goals.
• Initiate quarterly reports of quality metrics, respective targets, and goals for the Global Service Director
• Other duties as assigned by management.

Skills required 

• Education: Bachelor's Degree science, engineering or related. Master's is appreciated
• Experiences: 8 years of experience with proven leadership and international management experience. Knowledge of Hardware/Assay Lifecycle Management: Principles and theories in Biochemistry, Coagulation, Diabetology, Hematology, Urinalysis, Immunology, Microbiology, and instrument functionality is appreciated.
• Language:
  • Fluency in English essential
  • Other languages like Czech, Spanish or French are appreciated.
• Tools knowledge:
  • Strong knowledge in IT and networks. Proficient with common MS Office 365 tools Word, Excel, Sharepoint, Google, Web-based conference tools.
• o Good analytical skills.
• o Ability to solve complex problems.

Soft-skills   

• Team spirit.
• Open to multiculturalism.
• Dynamic.
• Autonomous.
• Organized.
• Rigorous.
• Curious.
• Business acumen.
• Sense of diplomacy.
• Sense of pedagogy.
• Good interpersonal skills.
• Good presentation.
• Flexible.

7 -   Workplace

Brazil/ based in Minas Gerais

Travel and hotel nights according to the service/customer needs

Expected to travel between Dubai, India, and Czech Republic frequently