Manager, Aftersales – Americas

This is a fully remote position, open to applicants in Colorado, +2 more states.

📋 Description

• Lead, mentor, and develop a team of field service and HelpDesk engineers across North and South America.

• Cultivate a positive, inclusive, and high-performing culture that prioritizes safety, quality, and customer satisfaction.

• Conduct performance evaluations, establish development plans, and facilitate employee growth and training.

• Encourage engagement, collaboration, accountability, and continuous improvement within a remote and diverse team.

• Act as a reliable resource for daily operational and personnel-related matters.

• Oversee daily aftersales operations and ensure efficient delivery of technical service and support.

• Assist engineers with technical escalations, complex troubleshooting, and coordination with internal experts.

• Ensure that service activities meet company standards, quality requirements, and safety regulations.

• Lead continuous improvement initiatives to boost operational efficiency and service performance.

• Enhance service readiness and customer satisfaction across the Americas.

• Build and sustain relationships with distributors and third-party service providers.

• Support the onboarding, development, and alignment of external partners with company standards and service expectations.

• Monitor partner performance and promote collaborative, customer-focused service delivery.

• Collaborate with Customer Care, Supply Chain, Implementation, Training, and Commercial teams.

• Serve as a liaison between regional and global stakeholders to ensure effective communication and execution.

• Contribute to scalable service, implementation, training, and support models for both existing and emerging technologies.

• Support initiatives aimed at enhancing customer experience, product adoption, operational efficiency, and service performance.

• Travel throughout the Americas to assist team members, partners, and customers.

• Provide hands-on technical support and perform on-site service engineer duties as required.

⛳️ Requirements

• Experience in field service, service operations, technical support, or a similar customer-facing technical environment.

• Previous leadership experience, ideally managing remote, field-based, or geographically diverse teams.

• Experience working within multinational and multicultural organizations.

• Strong customer orientation with the ability to balance people leadership, operational priorities, and service excellence.

• Fluent in English; proficiency in additional languages is a plus.

• Preferred experience in supporting healthcare, medical technology, laboratory, software, or other complex technical products.

• Preferred experience with customer implementation, training, product adoption, or customer success initiatives.

• Knowledge of regulated environments and quality-focused service organizations.

• Strong leadership, coaching, and employee development capabilities.

• Excellent communication and relationship-building skills.

• Empathetic, approachable, and hands-on leadership approach.

• Strong organizational, problem-solving, and decision-making abilities.

• Capability to manage multiple priorities in a fast-paced environment.

• Effective stakeholder management and cross-functional collaboration skills.

• Regular travel throughout North and South America is required.

• Must be willing and able to travel to customer sites and provide direct technical support as needed.

• Must pass a background check.

• Must verify identity and eligibility to work in the United States and complete required employment eligibility verification upon hire.

🏝️ Benefits

• Paid Time Off and 10 Paid Holidays.

• 401(k) with Employer Match.

• Medical, Dental, Vision coverage.

• IVF Coverage to assist with family building needs.

• GAP Insurance.

• Basic Life and AD&D Coverage.

• Short- and Long-Term Disability coverage.

• Optional AFLAC Supplemental Policies.

• Employee Assistance Program (EAP).

• Flexible Spending & Health Savings Account.