About Meridian

Meridian Bioscience is a first-choice solution partner of innovative immunological and molecular raw materials that accelerate diagnostic assay development. We are looking for talented and passionate professionals to help drive our vision. Our innovative culture will allow interested candidates to discover and create, through collaboration, novel solutions to tough problems.

Job Summary

The Manager, Product Support manages a team in the United States responsible for addressing customer calls and emails relating to product inquiries, questions, opinions/suggestions, and complaints concerning the company's products and/or product families, using professional concepts, technical knowledge, and company’s strategies, tactics, and policies and procedures formulated in association with the Executive Leadership team, with the objective of satisfactorily addressing the customer's inquiry or complaint.

The Manager, Product Support is tasked with interfacing with various internal groups (Sales, Operations, Quality Assurance, Regulatory, Field Technical Support, Marketing) concerning product and customer support issues. He or she requires an excellent service orientation with a focus on high customer satisfaction and customer retention.

Key Duties

The Manager, Product Support manages a team that plays a key role at Meridian in being the first line of support, being the face to the customer delivering on ongoing satisfaction and customer retention. He or she plays a key role in the successful support of new product launches, product recalls and product improvements.

• Leads and provides direction to the Product Support team members on call resolution and customer satisfaction. Coordinates phone support for product training, validation assistance, as well as new customer support.
• Establishes, tracks and delivers Key Performance Measures for call resolution and customer satisfaction. Monitor Complaints and Inquiries, customer comments and work with team to coordinate improvements; collaboration with Marketing and R&D to promote product improvements. Quickly resolve customer complaints, and answer customer inquiries.
• Review documented cases in complaint handling system, using guidelines to ensure comprehensive and quality documentation. Oversight over accuracy and readability of written work; complaint and CAPA records including customer communications, study protocols, and reports. Contribute to guidelines for appropriate documentation.
• Provide oversight and guidance to team to assess customer complaints about Medical Device Reporting requirements, identifying and escalating cases with potential regulatory actions, and advising Leadership of significant product issues and unresolved customer issues.
• Monitor and evaluate team’s case documentation. Ensure team is tracking, managing and closing open cases while following up with customers in a timely manner.
• Create procedures and processes in Master Control for new product portfolios added to area of responsibility.
• Interface with various internal groups (Sales, Operations, Quality Assurance, Regulatory, Field Technical Support, Marketing) concerning product and customer support issues.
• Responsible for hiring and developing Product Support personnel.
• Works with other leaders to address upstream implications of quality issues with clients and/or regulators.

Qualifications

Education/Experience:

• Bachelor of Science degree in Medial Technology, Biology, Chemistry, Biochemistry or equivalent relevant experience.
• 6-8 years of experience in the in-vitro diagnostics industry in technical support roles. 5 years of leadership experience – people or process.
• Experience working with diverse groups within an organization.

Skills, Specialized Knowledge and Abilities:

• Possess excellent verbal communication, teaching and coaching skills and be able to motivate and lead others.
• Empathize with the customer.
• Understand customer needs.
• Act in an urgent manner to resolve customer issues.
• Raise issues internally to the appropriate people in order to resolve customer issues.
• Strong troubleshooting and problem-solving skills.
• Excellent interpersonal, organizational, written and verbal communication skills for dealing with employees at all levels.
• Excellent problem solving and troubleshooting skills.
• Ability to read, understand and follow all company Standard Operating Procedures (SOP’s) and guidelines.
• Computer proficiency at an intermediate level (Excel, Word).
• Ability to maintain regular attendance and punctuality requirements.
• May be required to work additional hours outside the normal work shift (including evenings and weekends) as needed to ensure departmental goals are met.
• Ability to handle information in a confidential manner.
• Demonstrated ability to successfully achieve results in a dynamic, fast-paced environment.
• Ability to develop effective metrics that are aligned to strategy.
• Hold self and others accountable, appreciate others needs and perspectives, and commit to ensuring an inclusive environment.
• Strong business acumen.
• Proven ability to take a high-level vision/strategy, then develop and implement a people strategy/plan that gets results.
• Knowledge in technical service and customer service industry.

Requirements (Physical, Mental, Environmental Demands):

• Ability to walk up and down several flights of stairs throughout the work day in a multi-location facility.
• Ability to work on a PC including repetitive use of a keyboard and mouse for long periods throughout the course of the work day.
• Ability to stand or sit for long periods of time, reach, bend, stoop, lift throughout the course of the work day.
• Must be able to analyze and concentrate routinely throughout the course of the work day.

We are proud to be an EEO/AA employer Minority/Female/Disability/Veteran. We maintain a drug-free workplace and perform pre-employment substance abuse testing.