Technical Services Manager – Softlines

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

📋 Description

• Deliver technical, client, and business-line support for the Americas region and global business line.

• Assist with technical services, strategic initiatives, new product development, global processes, capacity planning, and technical governance.

• Identify potential opportunities for new products and revenue through service enhancement and development.

• Oversee, develop, and manage the technical aspects of globally executed regulatory services for customers in the Americas.

• Provide expert technical opinions, interpretations, and recommendations to clients and colleagues.

• Enhance and maintain internal quality systems and technical service processes.

• Respond to technical inquiries with accuracy, meeting turnaround targets of 4, 8, and 24 hours.

• Draft and create Standard Operating Procedures (SOPs), methods, work instructions, and standard interpretation practices.

• Develop and deliver technical training for both internal and external audiences.

• Monitor regulations, industry standards, customer trends, and service opportunities.

• Address regional technical challenges and support ongoing improvement initiatives.

• Create technical marketing content and assist with client projects, Requests for Proposals (RFPs), and service integration.

• Foster relationships with industry leaders, organizations, and governmental agencies.

• Lead the implementation of new, repackaged, and expanded technical services.

• Ensure accurate and consistent testing methodologies are applied across the Americas region.

• Oversee audits and correlation programs, providing technical guidance to ensure accurate test results.

• Assist in complaint investigations, resolutions, and coordination of testing capacity with sales and marketing strategies.

⛳️ Requirements

• A Bachelor's degree in a related field is required.

• A minimum of two years of experience in customer services and/or direct customer interaction is essential.

• More than 10 years of relevant experience in the designated service line or related discipline is required.

• At least 5 years of relevant experience in marketing, product development, or business development is necessary.

• Comprehensive knowledge of applicable areas of expertise, concepts, processes, and equipment is essential.

• Ability to interpret regulations and standards is required.

• Strong mathematical skills and familiarity with statistical procedures are necessary.

• Medium to high proficiency in Microsoft Office Suite, Lotus Notes, and statistical software is required.

• Familiarity with laboratory instrumentation and equipment is important.

• Exceptional oral and written communication skills, including the ability to deliver presentations effectively.

• Willingness to travel up to 20% of the time within the USA, with limited international travel.

• Ability to perform well under pressure, manage crisis situations, and juggle multiple tasks effectively.

• Highly developed organizational and interpersonal skills are essential.

• Capacity to work independently as well as collaboratively in a team setting.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health insurance plans including medical, dental, and vision coverage.

• Retirement savings plan with company matching contributions.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and continuous learning.