Remote Engineering Manager - Service Contact Center
New
Source API remote eligibility restrictions: United States. Also lists Canadian salary range indicating eligibility in Canada.Full-TimeManager
Salary$111,840.00 - $209,700.00/yr USD in the US, or $101,184.00 - $178,500.00/yr CAD in Canada, plus eligibility for bonus, stock and benefits.
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Job Details
- Required Skills
- Project ManagementTechnical supportCRM
Requirements
- Bachelor's or Master's degree or equivalent university degree.
- Directly relevant experience as a manager, supervisor, or individual contributor.
- Proven skills in leading and managing the execution of processes, projects, and tactics.
- Technical familiarity with analytical instrumentation platforms such as LC, GC, spectroscopy, and cell analysis.
- Ability to support hardware troubleshooting, software diagnostics, and scientific applications.
- Proficiency with CRM tools; experience with SAP CRM, C4C, or Sinch is preferred.
Responsibilities
- Lead, coach, and develop a team of Remote Service Engineers across multiple skill levels.
- Drive employee engagement, retention, and career progression through regular coaching and development planning.
- Improve key performance indicators such as case resolution time, first-time fix rates, and customer satisfaction.
- Oversee technical support for analytical instrumentation platforms, software, and application workflows.
- Partner with Field Service and Scheduling teams to ensure seamless customer handoffs and service delivery.
- Drive knowledge management initiatives and ensure consistent CRM documentation standards.
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