Technical Services Manager - Hardlines

Bureau Veritas•Remo, VA

4d•$90,000 - $110,000•Onsite

About The Position

This position provides technical, client, and business line support to the Americas region and global business line. The role focuses on technical services, support, strategy, new product development, global processes, and technical governance to maintain and enhance technical leadership within the Consumer Products Services Division (CPSD), Global Technical Services - Consumer Products department. The objective is to actively seek opportunities for potential new products and revenue sources through service expansion and development, and to monitor, develop, and manage technical aspects of regulatory-related services globally for Americas' region customers.

Requirements

Extensive knowledge of the applicable areas of expertise (e.g. Analytical Chemistry) concepts, processes, and equipment and the demonstrated ability to implement them.
Demonstrated ability to work with customers, determine their requirements, secure additional business, define and assist in solving problems, and generally ensure their total satisfaction with BV.
Ability to work well under pressure, handle crisis situations, and balance several tasks simultaneously in a high pressure environment.
Highly developed organizational and interpersonal skills.
Ability to interpret regulations and standards.
Strong math skills and working knowledge of statistical procedures.
Strong computer skills. Medium to high level of proficiency in Microsoft Office Suite, Lotus Notes and statistical packages.
Familiarity with laboratory instrumentation and equipment.
Excellent and effective oral and written communications skills including the ability to deliver presentations to in-house and client/vendor audiences.
Technical aptitude and the ability to quickly assimilate and assess new information and develop plans.
Ability to prioritize and perform required follow up.
Ability to travel up to 20% of the time in the USA, with limited travel internationally.
Bachelors in related field required.
Minimum of 5 years experience with Customer services and/or direct customer interface.
2-3 years of relevant experience required in assigned service line or related discipline.
Minimum of two years experience with Customer services and/or direct customer interface.
>10 years of relevant experience required in assigned service line or related discipline.
5 years of relevant experience in marketing, product development or business development required.

Nice To Haves

Masters a plus.
MBA a plus.

Responsibilities

Maintain awareness of industry best practices/standards and provide technical insight to clients and colleagues.
Share technical opinions, interpretations, and recommendations with colleagues and customers.
Adhere to the requirements of the BV-CPS Quality System and assist in the development, maintenance, and improvement of internal quality systems and technical services processes.
Respond to technical questions from the Tech Inquiry Mailbox in a timely, accurate, and informative manner.
Draft and/or develop internal Standard Operating Procedures (SOPs), Methods and Work Instructions, Standard Interpretation Practices etc for assigned service line.
Hold membership in one or more relevant organization(s).
Develop and conduct technical training sessions in the Americas region to internal and external individuals related to Technical Services, coordinating with other regional team members for global consistency.
Develop an understanding of clients’ needs and expectations and assist in matching them to BV’s testing offerings.
Proactively monitor customer inquiries to recognize patterns of service requests that may currently fall outside the scope of BV services, and record and evaluate these opportunities.
Review customer feedback on current market trends and concerns and relay information to the group.
Monitor changes in regional regulations or industry standards and work with others in the assigned service lines to update or develop new testing methodology to ensure compliance.
Support the effective and timely resolution of technical issues and problems related to the region.
Actively participate and execute in all Global Processes and proactively provide input for continuous improvement.
Assist in improving client satisfaction by working with and through the Lab Managers/Directors and Business Development teams.
Interface with client projects to provide regulatory interpretations and to support the IRC in efforts to sell knowledge products.
Develop relationships with key individuals/leaders in industry and/or multi-stakeholder organizations.
Develop and/or review internal Standard Operating Procedures (SOPs), Methods and Work Instructions, Standard Interpretation Practices etc for assigned service line.
Develop technical content for marketing materials relating to Technical Service topics in the region.
Interact with governmental agencies to better understand regulations and provide clarity for client questions.
Analyze customer inquiries and patterns of service requests that fall outside the scope of BV Services and estimate market potential and possible operational impact for BV.
Participate in meetings with current clients to introduce and explain BV’s services.
Partner with Business Development and Account Management to ensure the successful integration of new services for existing clients and assist with technical input for the Request for Proposal (RFP) process.
Design and lead implementation of changes for the development of new services, repackaging of existing service, and extensions of current technical services.
Responsible for accurate test methods that are consistent with Division and Service Line policies, procedures, and methods throughout the region.
Responsible for implementation and monitoring of adherence to global testing methodology within the Americas region.
Monitor/execute audit and correlation programs related to technical services in the Americas region.
Provide technical guidance for the generation of accurate test results in the region.
Assist with complaint investigations and resolutions in the Americas region.
Assist in aligning regional testing capabilities and capacity with sales and marketing plans.