5-7 years of experience in field service or technical support roles
Proven leadership experience managing remote or dispersed teams
Experience in multinational and multicultural environments
Strong customer focus with a balance of leadership and operational priorities
Preferred experience in healthcare or medical technology sectors
Responsibilities
Lead and develop a team of field service and HelpDesk engineers across the Americas
Oversee daily aftersales operations to ensure efficient technical service delivery
Support engineers with complex troubleshooting and technical escalations
Build and maintain relationships with distributors and third-party service providers
Collaborate with cross-functional teams to align priorities and enhance customer experience
Travel throughout the Americas to provide on-site technical support as needed
Benefits
Paid Time Off and 10 Paid Holidays
401(k) with Employer Match
Medical, Dental, Vision coverage
IVF Coverage for family building needs
GAP Insurance
Basic Life and AD&D Coverage
Short- and Long-Term Disability
Employee Assistance Program (EAP)
Flexible Spending & Health Savings Account
Full Job Description
Location: Preferred location within reasonable travel distance of Denver, CO; however, other U.S.-based locations may be considered for the right candidate.
Reports To: Head of Global Aftersales, Vitrolife Group
Position Summary
The Manager, Aftersales Americas leads the regional aftersales organization across North and South America, overseeing a team of field service and HelpDesk engineers supporting Vitrolife Group's product portfolio, including the EmbryoScope Time-Lapse System and eWitness™. This role is responsible for driving service excellence, team development, operational performance, and customer satisfaction while collaborating with internal stakeholders, distributors, and service partners. The successful candidate will be a people-focused leader who can balance strategic initiatives with hands-on operational support, including providing on-site technical service assistance when required.
Leadership & Team Development
Lead, coach, and develop a team of field service and HelpDesk engineers across North and South America.
Foster a positive, inclusive, and high-performing culture focused on safety, quality, and customer satisfaction.
Conduct performance reviews, establish development plans, and support ongoing employee growth and training.
Promote engagement, collaboration, accountability, and continuous improvement within a remote and multicultural team.
Serve as a trusted resource for day-to-day operational and people-related matters.
Service Operations & Customer Support
Oversee daily aftersales operations and ensure efficient delivery of technical service and support.
Support engineers with technical escalations, complex troubleshooting, and coordination with internal experts.
Ensure service activities comply with company standards, quality requirements, and safety regulations.
Drive continuous improvement initiatives to enhance operational efficiency and service performance.
Support service readiness and customer satisfaction across the Americas.
Distributor & Third-Party Service Management
Build and maintain strong relationships with distributors and third-party service providers.
Support onboarding, development, and alignment of external partners to company standards and service expectations.
Monitor partner performance and foster a collaborative, customer-focused approach to service delivery.
Cross-Functional Collaboration
Partner with Customer Care, Supply Chain, Implementation, Training, and Commercial teams to align priorities and customer needs.
Act as a key liaison between regional and global stakeholders to ensure effective communication and execution.
Contribute to the development of scalable service, implementation, training, and support models for existing and emerging technologies.
Support initiatives that enhance customer experience, product adoption, operational efficiency, and service performance.
Field Service Support
Travel throughout the Americas to support team members, partners, and customers as needed.
Provide hands-on technical support and perform on-site service engineer duties when operational circumstances require.
Qualifications & Experience
Required
Experience in field service, service operations, technical support, or a related customer-facing technical environment.
