Senior Manager After Sales

**Senior Manager After Sales (M/F/d)**

**R20250223**

**Hosingen, Luxembourg**

At Azenta Life Sciences, a global leader in the life sciences space with headquarters in Burlington, MA, and offices and operations worldwide, new ideas, new technologies and new ways of thinking are driving our future. Our customer-focused culture encourages employees to embrace innovation and challenge the status quo with novel thinking and collaborative work relationships. We provide unparalleled capabilities with our lab analysis, sample management and storage services, informatics software, and consumables, with the largest installed base managing over 1 billion samples globally.

B Medical Systems, an Azenta Life Sciences company, was founded in 1979 when Electrolux partnered with the World Health Organization to create a solution for the safe storage and transport of vaccines around the world. Since that time, B Medical has become a global leader in vaccine cold chain. For over 35 years, we’ve been innovating and creating technologies that save lives across the globe.

In 2015, B Medical Systems was acquired by Navis, a private equity fund. Effective October 2022, a new chapter began and our company is a part of Azenta Inc., a leading worldwide provider of life sciences solutions.

**Our After Sales team is looking for a new talent, starting at the earliest possible time as Senior Manager After Sales (M/F/d) in Hosingen, Luxembourg.**

**How you’ll add value**

We are looking for Senior Manager After Sales (M/F/d), who is responsible for ensuring customer satisfaction and maintaining strong relationships by providing post-sales support, troubleshooting, and overseeing field operations related to medical device installed. This role may require frequent travel to client sites, and healthcare institutions to monitor product performance, provide training, and address any technical or operational issues.

**What you’ll do**

Daily management for after sales operations:

- Develops and delivers After Sales business objectives; defines after sales goals aligned with customer needs/expectations
- Development, implementation and evaluation of the Customer Service Business Plan
- Ensures customers issues are treated as fast as possible and documented as per MDR and resolved in a timely fashion with a sense of urgency
- Arrange failure analysis are properly done in the Luxembourg facility
- Ensures adherence to policies, procedures, and audits regarding inventory, integrity, safety, and cash handing procedures
- Prepares, analyses, assess and communicates After Sales goals and results
- Manages and lead the staff and activities of the After Sales Team, including recruitment, coaching, mentoring, training, scheduling and performance management
- Provide training sessions for healthcare professionals, distributors and technical staff on device usage, maintenance, and troubleshooting.
- Coordinate with logistics teams to ensure timely delivery of spare parts.

Resource Management, People Management & Planning:

- Coordinates tasks with one or multiple project owner(s). Defines resources needs and planning per project. Develops and delivers schedules with the team.
- Conduct regular team meetings to discuss challenges, share insights, and align on service strategies.
- Ensures project timeline, R&D processes and Quality requirements are respected by all team members.
- Leads individual & team evaluation reports.
- Participates to all relevant activities in the area of people management: hiring, mentoring and training selection, performance evaluation, discipline management, dismissal

**What you’ll bring**
- Bachelor's degree in in Science or Engineering
- Minimum 3 years of experience in after-sales service, field support, or technical customer service
- Strong tactical humble team player, commitment to excellence in customer service
- Problem‐solving; logical thinking; Analytical skills
- Excellent communication and interpersonal abilities.
- Flexible and adaptable, with a high ability to learn and to develop
- Pragmatic and hands‐on business‐driven individual
- Knowledge of product and production processes
- Math and mechanical skills
- Background in refrigeration, cooling techniques
- MS Suite, with high focus on excel knowledge
- English and any other languages appreciated

**Our Offer**
- Become part of a company that makes a positive contribution to launching groundbreaking scientific developments and therapies.
- Contribute to innovative cell therapies and be a part of revolutionary cancer therapies.
- Take advantage of the operational opportunities in a growing, modern, and innovative company within the health care/life science industry.
- Experience an intensive exchange of experiences and close cooperation in a worldwide network with our customers, friends and partners.
- We offer participation in national and international company events.
- After your initial training, you will receive regular training and further education