Brazil After-Sales Manager

In charge of managing support activities (Service & Application) in Brazil with a team that provides second-level support, documentations, and trainings across ERBA's full product portfolio.
Reporting Global Service Director (GSD) Main Duties Lead and manage the Brazil Service and Applications support teams, day-to-day activities to provide technical support for channel partners and affiliates engineers, processes improvements and provide guidance, trainings, and motivation.Create and deploy Brazil service initiatives in relation to improvements to support training and documentation processes to enhance business performance across company portfolio.Support the initial launch activities of new products both internally and in the fieldFollow up spare-parts replacement, warranty & logistic/shipment process and make sure that recommended spare-parts are ordered by channel partners and subsidiaries.Manage results collected from ZOHO CRM, identify gaps and drive for improvement action plan. Manage SLA ensuring compliance, documentation that KPI's are met and CAPA standard compliant.CRM (ZOHO) implementation, managing service cases & calls, trainings, remote support, close focus into the KPI's (Response time, Case Closure Time, PM on time) and inventory install base.Full understanding of team results, reporting on Team KPIs. Create metrics and use global company tools to improve support performance; manage employees by objectives, striving for the completion of yearly 'stretch' goals.Initiate quarterly reports of quality metrics, respective targets, and goals for the Global Service DirectorOther duties as assigned by management.Skills required Education: Bachelor's Degree science, engineering or related. Master's is appreciatedExperiences: 8 years of experience with proven leadership and international management experience. Knowledge of Hardware/Assay Lifecycle Management: Principles and theories in Biochemistry, Coagulation, Diabetology, Hematology, Urinalysis, Immunology, Microbiology, and instrument functionality is appreciated.Language:Fluency in English essentialOther languages like Czech, Spanish or French are appreciated.Tools knowledge:Strong knowledge in IT and networks. Proficient with common MS Office 365 tools Word, Excel, Sharepoint, Google, Web-based conference tools.o Good analytical skills.o Ability to solve complex problems.Soft-skills Team spirit.Open to multiculturalism.Dynamic.Autonomous.Organized.Rigorous.Curious.Business acumen.Sense of diplomacy.Sense of pedagogy.Good interpersonal skills.Good presentation.Flexible.7 - Workplace Brazil/ based in Minas Gerais Travel and hotel nights according to the service/customer needs Expected to travel between Dubai, India, and Czech Republic frequently
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