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 SummaryThe 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 & ExperienceRequired- Experience in field service, service operations, technical support, or a related customer-facing technical environment.
- Previous leadership experience, preferably managing remote, field-based, or geographically dispersed teams.
- Experience working within multinational and multicultural organizations.
- Strong customer focus with the ability to balance people leadership, operational priorities, and service excellence.
Preferred- Experience supporting healthcare, medical technology, laboratory, software, or other complex technical products.
- Experience with customer implementation, training, product adoption, or customer success initiatives.
- Familiarity with regulated environments and quality-focused service organizations.
Skills & Competencies- Strong leadership, coaching, and employee development skills.
- Excellent communication and relationship-building abilities.
- Empathetic, approachable, and hands-on leadership style.
- Strong organizational, problem-solving, and decision-making skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Effective stakeholder management and cross-functional collaboration skills.
- Fluent in English; additional languages are an asset.
Travel- Regular travel throughout North and South America is required.
- Must be willing and able to travel to customer sites and provide direct technical support when needed.
Benefits- Paid Time Off and 10 Paid Holidays
- 401(k) with Employer Match
- Medical, Dental, Vision
- IVF Coverage to support family building needs
- GAP Insurance
- Basic Life and AD&D Coverage
- Short- and Long-Term Disability
- Optional AFLAC Supplemental Policies
- Employee Assistance Program (EAP)
- Flexible Spending & Health Savings Account
