Technical Manager & Field Support - Latam (Biotech/ Ngs Area)

Overview Technical Manager & Field Support - Latam (Biotech/ Ngs Area) at MGI. This role is responsible for managing a team of Field Service Engineers and Technical Support staff to ensure customer needs and expectations are met in a timely and professional manner. The incumbent will coach and mentor Field Service and Technical Support personnel and support the achievement of departmental goals for Field Service and Technical Support. Responsibilities Reporting directly to the Head of Latam region. Interface and partner with the Global Technical Support Manager, the Global Training Manager, the Sales Manager of Service Sales, and various levels of MGI management. Define training and development needs for MGI Field Service and Technical Support personnel; assist the Head of Latam in recommendations concerning hiring and staffing; strategize resource utilization and evaluate personnel performance on a quarterly basis. Manage workload and response times of Field Service and Technical Support personnel; ensure calls are documented, logged, re-evaluated, and re-assigned as needed to meet customer needs. Manage travel costs for Field Service engineers / FAS and oversee Field Service inventory controls. Communicate critical information from the Director Global Field Service to Field Service and Technical Support personnel in a timely manner. Provide continuous feedback to ensure goals and requirements are met for response times and first-time resolution rates. Act as the Center of Customer Experience / technical lead for demolab. Willingness to travel within the Latam region; occasional international travel may be required for training or special calls (including travel to China). Education & Experience Master's degree or higher in Genetics, Molecular Biology, Bioinformatics, or related field. NGS training or experience preferred. An outstandingly knowledgeable undergraduate may be considered. Minimum of 5 years' experience in technical support / customer relations and field service management. Strong organizational and communication skills; ability to work through proper channels and to plan, prioritize, and coordinate tasks efficiently. Willingness and ability to travel primarily within the appointed region; international travel may be required. Benefits Medical Coverage Odonto Coverage Travel Insurance Meal voucher Gym allowance Employment details Seniority level : Mid-Senior level Employment type : Contract Job function : Engineering and Information Technology MGI provides equal employment opportunity without regard to race, color, religion, sex, national origin, sexual orientation, gender identity and/or expression, age, disability, veteran or uniformed service status, or any other characteristic protected by applicable law. MGI does not accept unsolicited agency resumes. Please do not forward unsolicited resumes to our website, employees or Human Resources. MGI will not pay fees to any third-party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of MGI and will be processed accordingly without fee. If you wish to work with Complete Genomics, please contact the Human Resources department at: . J-18808-Ljbffr

Location: São Paulo, São Paulo, BR

Posted Date: 11/2/2025