Technical Services Manager – Softlines

This is a fully remote position, open to applicants in New York, +1 more state.

📋 Description

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

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

• Identify opportunities for new products and revenue through the expansion and development of services.

• Oversee, develop, and manage the technical components of regulatory-related services for clients in the Americas.

• Offer technical insights, interpretations, and recommendations to both clients and colleagues.

• Sustain and enhance quality systems and technical service processes.

• Address technical inquiries received through the Tech Inquiry Mailbox.

• Create standard operating procedures (SOPs), methods, work instructions, and standard interpretation practices.

• Design and facilitate technical training sessions within the Americas region.

• Align client requirements with Bureau Veritas testing services.

• Track customer inquiries to identify potential new service opportunities.

• Stay updated on regulatory and industry-standard changes, adapting or creating testing methodologies as necessary.

• Resolve technical challenges throughout the region while promoting continuous improvement.

• Enhance client satisfaction in collaboration with Lab Managers/Directors and Business Development teams.

• Provide regulatory interpretations for client projects and assist with knowledge-product sales.

• Cultivate industry relationships through participation in committees, meetings, and conferences.

• Produce technical marketing materials, such as service sheets, FAQs, training content, and technical bulletins.

• Engage with governmental agencies regarding regulatory matters.

• Analyze service-request trends and assess market potential and operational implications.

• Support client meetings, new-service integration, and request for proposal (RFP) processes.

• Lead the development, repackaging, and extension of technical services.

• Ensure the accuracy and consistency of test methods across the region.

• Implement and oversee the global testing methodology throughout the Americas.

• Monitor audit and correlation programs while providing technical guidance.

• Assist in investigating and resolving complaints.

• Align regional testing capabilities and capacity with sales and marketing strategies.

⛳️ Requirements

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

• At least two years of experience in customer service or direct customer interaction.

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

• Five years of experience in marketing, product development, or business development is required; an MBA is a plus.

• An equivalent combination of education and experience may be considered in lieu of the above qualifications.

• Extensive knowledge of relevant areas of expertise, concepts, processes, and equipment.

• Proficiency in interpreting regulations and standards.

• Strong mathematical abilities and familiarity with statistical procedures.

• Competent computer skills; medium to high proficiency in Microsoft Office Suite, Lotus Notes, and statistical software.

• Familiarity with laboratory instruments and equipment.

• Excellent oral and written communication skills, including the ability to present effectively.

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

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible working hours and potential for remote work.

• Engaging work environment with a focus on teamwork and collaboration.