Sr Manager, Microbiology Technical Support

bioMérieux is seeking a Senior Manager for Microbiology Technical Support to lead the Technical Support Center teams supporting internal and external customers across bioMérieux systems. In this hybrid role based in Morrisville, NC, you will oversee day-to-day operations while driving strategic planning, decision-making, and change management to support customer excellence and KPI attainment.

What you’ll do

• Lead daily operations, ensuring frontline teams follow company policies and maintain effective communication.
• Set priorities, coordinate team workload, and help sustain a customer-focused environment.
• Oversee product complaint handling in partnership with Quality Assurance to support timely, compliant resolution.
• Manage departmental budgets, resources, staffing levels, and capacity planning.
• Provide proactive, timely updates to direct reports and senior leaders on key issues and progress.
• Identify cross-functional needs, build solutions and implementation plans, and execute against defined strategies.
• Establish and align departmental best practices to improve operational consistency.
• Manage complex workflows that involve customer interaction and collaboration with internal stakeholders.
• Escalate difficult customer issues when appropriate, address gaps quickly, and support KPI attainment.
• Prioritize workload, projects, and platform-specific demands to meet business objectives.
• Ensure employees receive appropriate training, development, and continuous feedback.
• Coach, motivate, and mentor team members, including junior managers, to support performance and growth.
• Support cross-functional collaboration related to product launches and field actions within required timelines.
• Handle customer escalations and system-down situations, partnering with leaders to remove barriers.
• Perform all work in compliance with bioMérieux quality procedures and standards.
• Complete other duties as assigned.

Qualifications

• Bachelor degree required in Medical Technology, Engineering, Business Management, or Life Science.
• 6+ years of related experience in a bioMérieux Technical Support center or other medical industry customer support center, focused on clinical microbiology, with demonstrated ability to lead others.
• Education substitution: if no Bachelor degree, 10+ years of defined related experience is required.

Tools and technologies

• MS Office tools including Outlook, Teams, Word, and Excel
• Salesforce

Preferred

• Demonstrated people management experience within a technical support center.
• Management experience in medical diagnostics and/or a related call center environment.
• Previous project management experience and/or contributions to process enhancement efforts.
• Experience with bioMérieux products.
• Salesforce experience.

Compensation and bonus

The estimated salary range for this role in Utah or North Carolina is $98,900 to $145,600 per year. This position is eligible for a variable annual bonus based on company, team, and individual performance per bioMérieux’s bonus program. Actual compensation within the range is determined by experience and will be presented at the time of the offer.

Benefits

• Medical (including prescription), dental, and vision plans with nationwide coverage and telemedicine options
• Company-provided Life and Accidental Death Insurance
• Short and Long-Term Disability Insurance
• Retirement Plan with a generous non-discretionary employer contribution and employer match
• Adoption Assistance
• Wellness Programs
• Employee Assistance Program
• Commuter Benefits
• Various voluntary benefit offerings
• Discount programs
• Parental leaves

Working conditions

• Ability to remain in a stationary position, sitting or standing, for prolonged periods
• Domestic travel: 10%
• International travel: 5%