Technical Field Services Manager

Optel Group

37d

About The Position

OPTEL is one of the world’s leading providers of traceability systems. Its mission is to leverage innovative technologies to create a better world through responsible capitalism. The company’s renowned solutions ensure the quality of healthcare products and help fight the counterfeiting of medicines and medical devices worldwide. OPTEL also adapts its technologies to a variety of sectors, from healthcare to smart manufacturing and beyond, enabling all industries to benefit from global traceability. OPTEL’s expertise empowers industries to measure, inspect, control, and track a wide range of elements in order to improve product quality and promote a more responsible use of resources. Summary: The Technical Field Services Manager is responsible for leading the technical team and optimizing daily field operations. This pivotal role ensures the efficiency of interventions, rigorous management of budgets and timelines, as well as strategic resource allocation. The incumbent oversees the team's skill development, complex problem solving, and the maintenance of a healthy work environment. They also ensure that all activities are conducted in compliance with established procedures and the company's social responsibility principles.

Requirements

Experience in Customer Success, Account Management, or a client-facing commercial role involving complex products or solutions.
Strong commercial instincts, with the ability to understand customer challenges, articulate clear business value, and convert insights into actionable recommendations and revenue opportunities.
High level of comfort presenting to customers, facilitating discussions, and leading meetings with diverse stakeholders.
Excellent relationship-building skills; able to earn trust through credibility, follow-through, and business understanding.
Highly accountable and data-driven, with experience using Salesforce (or similar CRM) to manage pipelines, KPIs, and customer insights.
Organized, proactive, and comfortable managing multiple accounts and priorities independently.
Collaborative mindset and experience working cross-functionally across Sales, Product, and Operations teams.
Bilingual French and English required.
Strong curiosity and willingness to learn and adopt new technologies, particularly artificial intelligence.

Responsibilities

Host scrums and ensure their efficiency
Structure and optimize procedures, ensure that they are rigorously followed and participate in their continuous improvement
Ensure efficient problem-solving process, participate in its optimization and ensure its implementation by the team
Participate in the development of solutions to the problems raised
Make sure budgets, timelines, and priorities are respected
Promote the appropriate use of the different tools in place.
Ensure the quality of work and the individual and collective performance
Conduct individual performance evaluations and establish a development or recovery plan based on clear objectives
Identify training needs for the team in collaboration with the department Technical Coordinator
Report effectively and systematically the achievement of results of the team
Act as a mobilizing leader by promoting motivation
Offer the necessary support and mentoring in the achievement of set objectives
Promote a healthy work environment based on teamwork
Participate in the recruitment process in collaboration with the Human Resources Team.
Conduct daily calls with the employees on-site
Conduct and approve a project integration plan
Ensure the assignment of resources on the projects according to their skill level in collaboration with the Planning Department
Make sure that the integration time is met
Verify and communicate the integration reports
Ensure proper follow-ups of support during the installation for their team members
Escalate the problems to the next support level.