Manager, Aftersales Americas

Vitrolife Group • Miami, FL

14h • Hybrid

About The Position

The Manager, Aftersales Americas leads the regional aftersales organization across North and South America, overseeing a team of field service and HelpDesk engineers supporting Vitrolife Group's product portfolio, including the EmbryoScope Time-Lapse System and eWitness™. This role is responsible for driving service excellence, team development, operational performance, and customer satisfaction while collaborating with internal stakeholders, distributors, and service partners. The successful candidate will be a people-focused leader who can balance strategic initiatives with hands-on operational support, including providing on-site technical service assistance 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.
• 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.
• Fluent in English; additional languages are an asset.
• 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.

Nice To Haves

• Experience supporting healthcare, medical technology, laboratory, software, or other complex technical products.
• Experience with customer implementation, training, product adoption, or customer success initiatives.
• Familiarity with regulated environments and quality-focused service organizations.

Responsibilities

• 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 ongoing 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 ensure 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 strong relationships with distributors and third-party service providers.
• Support onboarding, development, and alignment of external partners to company standards and service expectations.
• Monitor partner performance and foster a collaborative, customer-focused approach to service delivery.
• Partner with Customer Care, Supply Chain, Implementation, Training, and Commercial teams to align priorities and customer needs.
• Act as a key liaison between regional and global stakeholders to ensure effective communication and execution.
• Contribute to the development of scalable service, implementation, training, and support models for existing and emerging technologies.
• Support initiatives that enhance customer experience, product adoption, operational efficiency, and service performance.
• Travel throughout the Americas to support team members, partners, and customers as needed.
• Provide hands-on technical support and perform on-site service engineer duties when operational circumstances require.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed