Vaga de Desenvolvedor de Sistemas

Atribuições

In charge of managing support activities (service & application) in brazil with a team that provides second-Level support, documentations, and trainings across erbas full product portfolio. Reporting global service director (gsd) brazil general manager 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 and deploy brazil service initiatives in relation to improvements to support training and documentation processes to enhance business performance across company 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 kpis are met and capa standard (zoho) implementation, managing service cases & calls, trainings, remote support, close focus into the kpis (response time, case closure time, pm on time) and inventory install 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 quarterly reports of quality metrics, respective targets, and goals for the global service director other duties as assigned by management. Skills required education: bachelors degree science, engineering or related. Masters 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 fluency