Customer Training/Support Supervisor - QSD
Plano, TX

Job Description

Overview

Lead and manage a QSD Customer Training team to support sales and the QSD division in on-boarding new customers to the QSD informatics platforms. Oversee the development and optimization of the processes and training tools required for customers to adopt using QSD informatics platforms. Provide Informatics Sales Support, train and assist with informatics tools, and work with cross-functional Software Support teams to onboard and support customers. Travel to key customers to provide connectivity and/or training. 25% Travel.

Responsibilities

Lead and manage a team of Software Technical Trainers responsible for deploying training sessions to end users. Manage, recruit, hire, and train staff.

Lead the development and optimization of the processes and training tools required for onboarding customers, including tools/process that may be completely customer driven.

Assure a positive customer experience across all the on-boarding, connectivity, and training of customers and accounts to deliver on key metrics of delivery timelines, customer experience and satisfaction. Monitor team performance in delivering on needs for on-boarding and training customers.

Provide Informatics Sales Support; train and assist customers with informatics tools.

Travel on-site to customer laboratories for informatics connectivity project support and/or training needs.

Qualifications

Education:

Bachelor degree or equivalent in a related field.

Preferred Certifications: MLS (or MT) ASCP or equivalent, MT (AMT), CLS, ASCP specialty certifications for specific discipline (not required)

Experience:

2+ years supervisory or equivalent combination of education and experience. Sales experience a plus.

3+ years of related customer training, technical software support, and service experience.

In-depth knowledge of laboratory quality control (QC) operations including workflow.

Streamlining processes for efficiencies.

Strong demonstrated experience in leading cross-functional teams.

About Bio-Rad:

Bio-Rad is a global leader providing a broad array of clinical diagnostics and life science research products. With a team of more than 8,000 employees and a global network of operations serving our customers, we help people live longer, healthier lives.

Bio-Rad was founded over six decades ago and has continued to provide the healthcare industry with innovative and useful products that help life science researchers accelerate the discovery process and medical diagnostic labs obtain faster, better results.

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Agency Non-Solicitation:

Bio-Rad does not accept agency resumes, unless the agency has been authorized by a Bio-Rad Recruiting Representative. Please do not submit resumes unless authorized to do so. Bio-Rad will not pay for any fees related to unsolicited resumes.