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Manager, Aftersales – Americas
Vitrolife Group. Lead, coach, and develop a team of field service and HelpDesk engineers across North and South America .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and coaching abilities in managing remote, multicultural teams while ensuring operational efficiency and high customer satisfaction. Proficient in technical support, service operations, and fostering collaborative relationships across diverse stakeholders.
Highest-signal resume keywords
Field Service ManagementTechnical SupportLeadership ExperienceCustomer FocusOperational Efficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service OperationsTechnical TroubleshootingPerformance ReviewsEmployee DevelopmentCustomer ImplementationProduct AdoptionQuality ComplianceService DeliveryMultinational ExperienceRegulated Environments
Soft Skills
Coaching SkillsCommunication AbilitiesRelationship BuildingProblem-Solving SkillsOrganizational Skills
Industry Keywords
HealthcareMedical TechnologyLaboratory ProductsCustomer Success InitiativesSafety RegulationsContinuous ImprovementCustomer SatisfactionRemote Team ManagementCross-Functional CollaborationStakeholder Management
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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