Customer technical support manager

Diagenode is an international biotech company that develops and commercializes innovative instruments and reagents systems for life science research and molecular diagnostics. Founded in 2003, the Group is headquartered in Liege (Belgium), with a subsidiary in Denville, NJ (USA).

Diagenode, the leader in the field of epigenetics, provides full solutions for chromatin immunoprecipitation and DNA methylation research. Our goal is to make epigenetics research accessible and to ensure consistent data in every experiments.

Under the supervision of the Fragmentation Equipment Manager, Diagenode is looking for a highly motivated Customer technical support manager (H/F) :

Mission

Plan, coordinate and control the technical support, the maintenance process of our DNA fragmentation equipments and automated platforms.

Key responsibilities

• Take ownership of customer issues
• Organize the technical support and the maintenance activities of equipments and automated platforms (on site or at customer location)
• Set up a management and reporting system for corrective and preventive actions, define the KPIs
• Ensure that H&S guidelines are followed
• Make sure that the technical support processes in the US and at our distribution partners are made according to our technical support processes
• Manage and motivate the team (2 people), review performance and identify training needs.

Required qualifications

• Master degree scientific education or in engineering, good knowledge and understanding of Molecular Biology
• Min 3 years of experience in management of customer support
• Previous experience in life science lab equipment customer support and services is a plus
• Strong communication and people management skills
• Fluent in French and English
• International exposure and cross-cultural understanding
• Working experience with ERP systems is a plus
• Enthusiasm for working collaboratively (inter-departmentally and externally)
• Well-organized, rigorous, autonomous

Location

Diagenode headquarters in Liege

Contract

Permanent contract

In addition to a highly interactive and stimulating environment, Diagenode also provides competitive salaries. Diagenode is an equal opportunity employer and promotes diversity throughout its workforce.

If you are interested, please send your application with a full detailed CV and a motivation letter, by email only, to job@diagenode.com