Manager, Aftersales Americas

Vitrolife Group•Miami, FL

1d•Hybrid

About The Position

At the Vitrolife Group, we work every day to unlock the full potential of science and technology to reduce the barriers towards building a family. Together we help our customers and their patients to fulfill the dream of having a baby. This role 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.
An offer of employment is contingent on the successful passing of a background check.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

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.