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Ever wondered how your skills and unique background could impact the world of tomorrow? Join our Global Services team and bring your passion and talent to work. 


Head Product Support Fluent 100%

Männedorf, Zurich Area


Your contribution 
In this challenging and important role you will lead functionally and administratively the Product Support Fluent team. The team is mainly responsible to provide complex and comprehensive 2nd level support and product training on a global level and according to regulatory requirements for our Fluent instrument and all its configurations. Within this role you will develop and implement strategies, discuss actions and set priorities for exceptional customer service.  
•    Lead functionally and administratively the Product Support Fluent team (approximately 10 employees)
•    Train, coach and mentor team members including theircareer development
•    Act as escalation point for urgent and critical requests and incidents including investigation of technical and application related issues remotely
•    Interact and communicate appropriate solutions to internal stakeholders and external customers; ensure customer satisfaction and key KPI achievement
•    Provide both regular and ad-hoc reports to executive management, to demonstrate KPI achievement 
•    Oversee and encourage the continual improvement of support processes
•    Coordinate the development and execution of product training courses (in-house, online or on-site) for end customers, Tecan employees, distributors and OEM customers; including define training curricula and creation and review of training material 
•    Lead initiatives and projects

Your background 
We’re not just looking for hard skills: We’re looking for people who bring their passion and talent to work.
•    Degree in Technical science, Life Science, Computer Science or equivalent
•    Process management (process improvement/lean management) certification or extensive experience in process management
•    At least 5 years customer service experience, ideally in Service Life Science or Medical Device sector 
•    At least 3 years of working experience in a team leader role 
•    Fluent in English and German
•    Excellent communication and presentation skills and experience in presenting to customers and internal stakeholders
•    Ability to resolve problems, understand complex situations and most importantly, a desire to deliver a high level of customer service
•    Readiness to travel (5%)

What makes working at Tecan unique 
The chance to make it count and to have an impact on the world of tomorrow
•    Working in an international and diverse environment 
•    The chance to grow your career within the company
•    Feel empowered by our strong and unique company culture 
•    Comprehensive compensation and benefits package


Join Tecan, a great place to work! Read about our recent certification from Great Place to Work.

We’re looking forward to receiving your application online. Please submit your CV or resume (w/o picture and w/o cover letter, reference letters and diplomas are optional).
Only applications that fully meet our requirements will be considered.
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Our purpose. 
At Tecan we are driven to improve people’s lives and health. We do this by empowering our customers to scale healthcare innovation globally from life science to the clinic. We collaborate with our customers from early-stage innovation through project implementation and beyond. We deliver the products, services and solutions that make lab processes and medical procedures precise, reproducible and compliant. 
Stay unique and make it count. 
Our values - trust, highest standards and ambition - are the cornerstones of our business and provide the framework for Tecan's culture. We foster a positive and empowering environment where our rarest assets, our unique employees, can grow and bring their passion and talent to work.

Legal entity:  Tecan Schweiz AG
City:  Männedorf
Country:  CH