Technical Customer Service Manager - West Midlands

  • Job Reference: H468
  • Date Posted: 24 December 2018
  • Recruiter: Harrington Recruitment
  • Location: West Midlands
  • Salary: On Application
  • Sector: Biology / Pharma
  • Job Type: Permanent
  • Work Hours: Full Time
  • Contact: Consultants
  • Email:
  • Telephone: 0208 349 8112

Job Description

Job Description:

The person is accountable for managing the Company’s complaint handling team managing our customer's complaints and inquests, and subsequent follow up actions, by understanding our customers' technical needs and being able to guide these with a detailed understanding of the Company’s analysers and assays. The position will need to develop both short and long term plans and provide to worldwide customer Technical Service functions and processes.

Duties & Responsibilities:

  • Management of the complaint handling team
  • To make sure all complaints and enquiries are dealt within the complaint handling system and following company rules
  • Organise and maintain fair procedures for receiving, reviewing, and assess complaints by a formally designated unit, as mandatory by 21 CFR 820.198
  • Separation of enquiries and complaints for efficient triage management of complaints through departmental rules
  • Create, edit and implement company policies relating to the department
  • Study and standardise system to reform the efficiency of the Technical Customer Services team
  • Authorise risk meetings, arrange tracking and trending data
  • Create technical updates for internal and external use as needed
  • Authorise the selection and improvement of people and resources
  • To make sure all technical support understanding is shifted to the Technical Customer Service team
  • Monitor work procedures, work schedules, and assist workflow
  • Appoint duties and work direction to department personnel as necessary
  • Monitor service responses to measure employee's attitude, technical accuracy, and conformity to company rules
  • Guide and advise the team in all product areas and troubleshooting techniques to solve complaints to full customer satisfaction rapidly and effectively support
  • Grow Technical Customer Service short and long-term actions that arrange with the business to help the organization achieve strategic goals and objectives
  • Hold formal and efficient team meetings, making sure any actions are followed up and corresponded appropriately
  • Work with QA, RA, Production and R&D departments to make sure adequate escalation of feedback in line with SOPs 

Qualifications & Skills:


  • A relevant scientific degree (or similar)
  • Appropriate experience in Medical or IVD Technical Customer Service dealing with complaints and inquests
  • Strong experience at managerial level
  • Experience of working with customers
  • Leadership and management skills
  • Excellent communication skills both written and verbal
  • The ability to liaise efficiently across all operational levels of the organisation as well as with suppliers and customers
  • Excellent interpersonal skills, with the ability to display recommendations and concepts and to recap issues
  • The ability to evaluate data
  • The ability to work individually and have powerful team building skills
  • The ability to develop, coach and stimulate a high performance technical services team
  • Excellent presentation skills
  • The ability to work under pressure in a rapid paced, time-focused environment with altering priorities and deadlines
  • Customer focussed
  • Positive attitude
  • Friendly and reachable
  • Results driven
  • Flexible to the needs of the Company.
  • Must be able to travel internationally up to 30% of the time, occasionally at short notice