Job description
OPTEL is one of the world’s leading providers of traceability systems. Its mission is to leverage innovative technologies to create a better world through responsible capitalism. The company’s renowned solutions ensure the quality of healthcare products and help fight the counterfeiting of medicines and medical devices worldwide. OPTEL also adapts its technologies to a variety of sectors, from healthcare to smart manufacturing and beyond, enabling all industries to benefit from global traceability. OPTEL’s expertise empowers industries to measure, inspect, control, and track a wide range of elements in order to improve product quality and promote a more responsible use of resources.
Summary:
The Technical Field Services Manager is responsible for leading the technical team and optimizing daily field operations. This pivotal role ensures the efficiency of interventions, rigorous management of budgets and timelines, as well as strategic resource allocation. The incumbent oversees the team’s skill development, complex problem solving, and the maintenance of a healthy work environment. They also ensure that all activities are conducted in compliance with established procedures and the company’s social responsibility principles.
Principal tasks:
- Operations Management:
- Host scrums and ensure their efficiency
- Structure and optimize procedures, ensure that they are rigorously followed and participate in their continuous improvement
- Ensure efficient problem-solving process, participate in its optimization and ensure its implementation by the team
- Participate in the development of solutions to the problems raised
- Make sure budgets, timelines, and priorities are respected
- Promote the appropriate use of the different tools in place.
- Team Management:
- Ensure the quality of work and the individual and collective performance
- Conduct individual performance evaluations and establish a development or recovery plan based on clear objectives
- Identify training needs for the team in collaboration with the department Technical Coordinator
- Report effectively and systematically the achievement of results of the team
- Act as a mobilizing leader by promoting motivation
- Offer the necessary support and mentoring in the achievement of set objectives
- Promote a healthy work environment based on teamwork
- Participate in the recruitment process in collaboration with the Human Resources Team.
- Technical Field Service:
- Conduct daily calls with the employees on-site
- Conduct and approve a project integration plan
- Ensure the assignment of resources on the projects according to their skill level in collaboration with the Planning Department
- Make sure that the integration time is met
- Verify and communicate the integration reports
- Ensure proper follow-ups of support during the installation for their team members
- Escalate the problems to the next support level.
Requisite Skills:
- Experience in Customer Success, Account Management, or a client-facing commercial role involving complex products or solutions.
- Strong commercial instincts, with the ability to understand customer challenges, articulate clear business value, and convert insights into actionable recommendations and revenue opportunities.
- High level of comfort presenting to customers, facilitating discussions, and leading meetings with diverse stakeholders.
- Excellent relationship-building skills; able to earn trust through credibility, follow-through, and business understanding.
- Highly accountable and data-driven, with experience using Salesforce (or similar CRM) to manage pipelines, KPIs, and customer insights.
- Organized, proactive, and comfortable managing multiple accounts and priorities independently.
- Collaborative mindset and experience working cross-functionally across Sales, Product, and Operations teams.
- Bilingual French and English required.
- Strong curiosity and willingness to learn and adopt new technologies, particularly artificial intelligence.
Benefits:
- Competitive compensation
- Flexible working hours
- Employee Assistance Program (EAP)
- Comprehensive group insurance plan
- A global organization with a presence on several continents
OPTEL is an equal opportunity employer. We believe that diversity is essential to fostering innovation and creativity. We welcome and encourage applications from individuals of all backgrounds, cultures, gender identities, sexual orientations, abilities, ages, and beliefs. We are committed to providing a fair and inclusive recruitment process in which every candidate is evaluated solely on their qualifications, skills, and potential. At OPTEL, each employee’s unique perspective contributes to our collective success, and we celebrate the richness that diversity brings to our team.
