Experienced Customer Care Field Manager – Leading Global Customer Support Teams and Driving Business Growth through Exceptional Service Delivery

Welcome to blithequark Imagine being part of a team where your voice is heard, your contributions are valued, and you're empowered to be your authentic self. At blithequark, we're building a culture that celebrates the diverse backgrounds, experiences, and perspectives of all our associates. With a rich history spanning over 80 years, we've been dedicated to advancing and optimizing laboratories to move science and healthcare forward. Our commitment to innovation and customer satisfaction has earned us the trust of investors, with a remarkable track record of outperforming the S&P 500 by over 5,000% in the past 25 years. Our Purpose and Values At the heart of what we do is our shared purpose – helping realize life's potential. Our work has a profound impact on millions of lives, and we're passionate about making a difference. We believe that diversity, equity, and inclusion are essential to driving innovation and growth. As a company, we're committed to fostering an inclusive and engaging workplace where everyone can thrive. Our values are rooted in the blithequark Business System, which enables us to deliver exceptional results and make a meaningful difference in the world. About the Role We're seeking an experienced Customer Care Field Manager to join our team. As a key member of our Customer Care Management team, you'll be responsible for driving a team of engineering professionals to deliver "white glove" support to our customers. Your focus will be on supporting organization growth, creating base business retention through field support, and working closely with our Sales team to develop tailored plans that improve customer satisfaction. You'll also be responsible for enhancing the technical and soft skills of your team, ensuring they deliver best-in-class support that adds value to our customers and helps them improve their laboratory performance. Key Responsibilities Build and lead a high-performing team of engineering professionals to deliver exceptional customer support Collaborate with Sales to develop and execute strategies that drive base business retention and growth Provide technical and application support to customers, ensuring that their needs are met and exceeded Arrange internal training for engineers to enhance their technical and soft skills Support field activities from an administrative standpoint, including installation, daily routine, and deinstallation Work closely with cross-functional teams to ensure seamless delivery of customer support services Essential Requirements Degree in Technical Engineering or Scientific discipline (Chemistry, Biology) Minimum 5 years' experience in the Medical Diagnostics industry, with a proven track record of leading teams Leadership attitude, with the ability to drive people and create a culture of strategy execution Excellent problem-solving skills, with the ability to work in a team and collaborate with others Flexibility to work varied hours, with up to 50% travel required Valid driver's license and good driving record Excellent English language skills Preferred Qualifications Experience in a similar role, with a proven track record of delivering exceptional customer support Strong technical skills, with the ability to understand and troubleshoot complex technical issues Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues Ability to work in a fast-paced environment, with a strong focus on delivering results and meeting deadlines Career Growth and Development At blithequark, we're committed to helping our associates grow and develop in their careers. As a Customer Care Field Manager, you'll have access to a range of training and development opportunities, including leadership development programs, technical training, and mentorship. You'll also have the opportunity to work on complex and challenging projects, with the support of a global organization and a commitment to innovation and excellence. Work Environment and Company Culture Our work environment is dynamic, fast-paced, and collaborative. We believe in fostering an inclusive and engaging workplace where everyone can thrive. Our company culture is rooted in our values of innovation, customer focus, and continuous improvement. We're committed to making a positive impact on the world, and we're looking for associates who share our passion and values. Compensation and Benefits We offer a comprehensive range of benefits, including competitive salary, bonus, and benefits packages. Our benefits are designed to support the well-being and financial security of our associates and their families. We also offer a range of perks and incentives, including flexible working hours, remote work options, and professional development opportunities. Conclusion If you're a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Care Field Manager at blithequark, you'll have the chance to make a real difference in the lives of our customers, while developing your skills and advancing your career. Join our team today and be part of a global organization that's committed to innovation, excellence, and making a positive impact on the world. How to Apply To apply for this role, please submit your application, including your resume and a cover letter, to our website. We thank all applicants for their interest; however, only those selected for an interview will be contacted. blithequark is an equal opportunities employer, and we welcome applications from diverse candidates. We are committed to providing reasonable accommodations to applicants with disabilities. If you require an accommodation, please contact us to discuss your needs. Apply for this job