Manager, Aftersales – Americas

Job Description:

• Lead, coach, and develop a team of field service and HelpDesk engineers across North and South America
• Foster a positive, inclusive, and high-performing culture focused on safety, quality, and customer satisfaction
• Conduct performance reviews, establish development plans, and support employee growth and training
• Promote engagement, collaboration, accountability, and continuous improvement within a remote and multicultural team
• Serve as a trusted resource for day-to-day operational and people-related matters
• Oversee daily aftersales operations and efficient delivery of technical service and support
• Support engineers with technical escalations, complex troubleshooting, and coordination with internal experts
• Ensure service activities comply with company standards, quality requirements, and safety regulations
• Drive continuous improvement initiatives to enhance operational efficiency and service performance
• Support service readiness and customer satisfaction across the Americas
• Build and maintain relationships with distributors and third-party service providers
• Support onboarding, development, and alignment of external partners with company standards and service expectations
• Monitor partner performance and foster collaborative, customer-focused service delivery
• Partner with Customer Care, Supply Chain, Implementation, Training, and Commercial teams
• Liaise between regional and global stakeholders to ensure effective communication and execution
• Contribute to scalable service, implementation, training, and support models for existing and emerging technologies
• Support initiatives enhancing customer experience, product adoption, operational efficiency, and service performance
• Travel throughout the Americas to support team members, partners, and customers
• Provide hands-on technical support and perform on-site service engineer duties when required

Requirements:

• Experience in field service, service operations, technical support, or a related customer-facing technical environment
• Previous leadership experience, preferably managing remote, field-based, or geographically dispersed teams
• Experience working within multinational and multicultural organizations
• Strong customer focus with the ability to balance people leadership, operational priorities, and service excellence
• Fluent in English; additional languages are an asset
• Preferred experience supporting healthcare, medical technology, laboratory, software, or other complex technical products
• Preferred experience with customer implementation, training, product adoption, or customer success initiatives
• Familiarity with regulated environments and quality-focused service organizations
• Strong leadership, coaching, and employee development skills
• Excellent communication and relationship-building abilities
• Empathetic, approachable, and hands-on leadership style
• Strong organizational, problem-solving, and decision-making skills
• Ability to manage multiple priorities in a fast-paced environment
• Effective stakeholder management and cross-functional collaboration skills
• Regular travel throughout North and South America is required
• Must be willing and able to travel to customer sites and provide direct technical support when needed
• Must pass a background check
• Must verify identity and eligibility to work in the United States and complete required employment eligibility verification upon hire

Benefits:

• Paid Time Off and 10 Paid Holidays
• 401(k) with Employer Match
• Medical, Dental, Vision
• IVF Coverage to support family building needs
• GAP Insurance
• Basic Life and AD&D Coverage
• Short- and Long-Term Disability
• Optional AFLAC Supplemental Policies
• Employee Assistance Program (EAP)
• Flexible Spending & Health Savings Account