Manager, Technical Service

Ascensia Diabetes Care is a global specialist diabetes care company, dedicated to helping people living with diabetes. Our mission is to empower people living with diabetes through innovative solutions that simplify and improve their lives. We use our innovation and specialist expertise in diabetes to develop high quality solutions and tools that make a positive, daily difference for people.

At Ascensia, our values serve as the bedrock of our organization. They guide our decisions, actions, and interactions, shaping the culture we collectively foster.

Our Values include:

• Resilient Growth Mindset
• Executional Excellence
• Courageous Leadership
• Inclusive Collaboration

We believe that when we live our values authentically, both individually and as a team, we unlock our true potential and drive sustainable success.

As a Manager, Technical Support you will lead the delivery of exceptional technical support experiences for customers, distributors, sales teams, and service partners. You will oversee day-to-day technical support operations, ensuring timely, high-quality resolution while driving consistency across monitoring and field support activities. By owning service training programs, documentation, and performance reporting, you’ll play a key role in elevating support capabilities and strengthening customer confidence in our solutions.

Location: Onsite - Wood Dale, IL

What you will be doing:

• Lead the technical support group to deliver high productivity and world‑class phone support.
• Ensure all support calls are handled effectively and efficiently according to PHCNA procedures and processes.
• Develop and manage technical training programs for customers, service partners, and internal employees.
• Review all warranty claims to ensure they meet PHCNA guidelines, contain reasonable charges, are properly coded, and are submitted to the appropriate cost center and factory when applicable.
• Collaborate with the team to improve customer experience, service levels, and internal processes.
• Ensure proper documentation is maintained to support field service personnel and the sales organization.
• Visit customers and service partners as needed to address ongoing technical issues.
• Serve as a key liaison between QA, Manufacturing, and PHCNA to communicate field failures and resolve product performance issues, including supporting QA reporting activities.
• Perform other related duties as assigned.

Skills you will need:

• 5+ years experience in electromechanical systems, electronics, refrigeration, or equivalent experience required.
• Technical degree in electromechanical systems, electronics, or refrigeration preferred.
• Excellent computer skills, including proficiency with Microsoft Office applications and ERP systems.
• Strong communication skills with the ability to interact professionally and precisely with service partners, researchers, customers, and internal groups such as PHC engineers.
• Proven experience leading and developing teams with varying levels of experience to achieve business goals.
• Strong critical-thinking skills for both technical issues and application‑based problem solving.
• Ability to mentor and coach employees to enhance technical knowledge and problem‑solving abilities.

Working Conditions and Physical Requirements:

• Travel required up to 10%.
• Majority of time spent in standard office conditions.
• May work in environments such as PHCNA’s Service Shop, research laboratories, industrial settings, hospitals, pharmacies, and other biomedical or life‑science facilities.
• The service shop environment may involve exposure to chemicals including oils, refrigerants, solvents, medical‑grade gases, noise, large moving equipment, and aerosols.
• Work at external sites may require the use of personal protective equipment such as hair nets, gloves, surgical masks, cleanroom suits (bunny suits), and other PPE as dictated by site protocols.
• Must be able to occasionally lift up to 50 lbs.

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TO ALL RECRUITMENT AGENCIES:  Ascensia does not accept unsolicited third-party resumes.
 

Building an Inclusive Culture: We are a company that brings varying backgrounds, ideas, and points of view to inventing on behalf of all customers. Our diverse perspectives are enriched by many dimensions, including race, ethnicity, gender, age, physical and mental ability, sexual orientation, religious beliefs, culture, language, and education, as well as professional and life experience. We are committed to diversity, equity, and inclusion, and leveraging our unique perspectives to scale our impact and growth.