STARLIMS provides leading Laboratory Information Management Systems (LIMS) solutions that have served customers around the world for over 30 years. STARLIMS solution suite helps to improve the reliability of laboratory sampling processes, manage complex testing workflows and analytical methods, support compliance with global regulatory requirements and industry standards, and provide comprehensive reporting, monitoring, and analysis capabilities. With multiple support centers across the globe in North America, EMEA and APAC, STARLIMS solutions are used in labs across multiple industries and disciplines including pharma & biotech, life sciences, food & beverage, manufacturing, petrochemical refineries and oil & gas, chemical, public health, forensics and environmental offering an influx of global career opportunities.

The Global & EMEA Support Director will lead a team of technical support resources that are distributed globally to ensure that we are are providing excellent support for our customers, adhering to our Annual Maintenance Plan agreements, creating positive relationships with our customers and delivering on all commitments. The support agents across EMEA will report directly to this position, as well as the regional leaders in APAC and North America. This role will create, implement and enforce process and metrics that ensure quality. In addition, this role will be a key leader driving the functional process improvement and transformation, and lead the operational systems that drive the Product & Operations function.

Main Responsibilities

• Responsible for leading a team of Technical Support Agents & Managers, and their organizations to ensure efficient and quality support globally.

• Ensure compliance with SLAs and open technical issues, understanding the data and ensuring that common issues get routed to the appropriate product teams.

• Create and enable a global model that drives efficiencies and support across regions.

• Provide executive summary of metrics, customer requests and needs as required.

• Directs, measures and drives teams to deliver on business unit Scorecard KPIs and customer SLAs

• Review product documentation for technical accuracy, consistency, and user’s point of view

• Identifies, coordinates, and assesses technical performance and risks

• Utilizes the Technical Support organizations' (pre-sales, post-sales, ) capabilities to drive business performance to ensure client satisfaction

• Management, ownership and co-ordination of elevated customer technical support cases

• Collaborates with Product & R&D teams to drive efficient support

• Market and execute Preventive Maintenance services to key customers in collaboration with Sales and Professional Services.

• Responsible for ensuring contractors are budgeted for properly, assigned work efficiently, and contractor invoices are accurate.

• Responsible for managing direct reports, performance reviews and providing coaching as needed.

• Implement a balanced resource mix by combining internal headcount and sub-contractors to deliver projects with quality and on budget.

• Comply with practice and financial schedules, resource planning and all quality and business procedures and directives (e.g. weekly/monthly/quarterly revenue processing, forecasting, invoicing, and customer satisfaction).

• Partner with Commercial and leadership teams to achieve departmental and corporate objectives building STARLIMS reputation in this space.

• Leverage broad-based industry knowledge and marketplace expertise to ensure customer success related to support.

• Works independently and under supervision from management.

• Occasional travel for internal and team meetings.

Education: Bachelor’s Degree in Business, Computer Science, Engineering, or related technical discipline.

Equivalent combination of education and work experience

Experience: 10 years

• Experience in supporting global clients with on-premise software is a plus

• External customer facing experience working directly with clients

At STARLIMS we offer market competitive benefits such as:

• Competitive health and Wellness (medical, dental, and vision)

• Retirement plan with matching company contribution

• Life Insurance and Disability/Income Protection

STARLIMS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.