Descriptif de l'entreprise
Part of Teledyne Technologies Inc., Teledyne ICM, headquartered in Dison, is a recognized leader in the design, manufacturing and after-sales support of portable X-ray generators, digital detectors, and inspection solutions.
With a portfolio of over 30 innovative products and a strong international presence for 30 years, Teledyne ICM continuously pushes the boundaries of technology to deliver high-performance solutions to its customers worldwide.
With 99% of Teledyne ICM’s turnover generated through exports and more than 60% outside Europe, the company serves a truly global customer base across industrial (Non-Destructive Testing applications), defence, and security sectors.
In order to lead Teledyne ICM’s service operations and to ensure world-class technical support, we are looking for a customer-focused and technically skilled
AFTER-SALES & TECHNICAL SUPPORT MANAGER
Descriptif de poste
As After-Sales & Technical Support Manager, you will play a central role in shaping the customer experience across our global installed base. You will lead the After-Sales team, oversee service performance, and act as the key technical support escalation point for customers, distributors, and certified service partners worldwide.
Success in this role means improving responsiveness, increasing partner autonomy, raising customer satisfaction, and continuously strengthening the quality and efficiency of our After-Sales operations.
Reporting to the General Manager, your main responsibilities are as follows:
Technical Support & Assistance
- Deliver fast and effective technical support to customers, distributors, and external service centers worldwide;
- Diagnose and resolve equipment malfunctions remotely and on-site, ensuring timely escalation when needed;
- Use the most appropriate communication channels to accelerate issue resolution and maintain a high level of customer satisfaction.
After-Sales Service Management
- Lead and manage the After-Sales team by setting priorities, objectives, service standards, and KPIs;
- Implement structured follow-up processes to improve service quality, responsiveness, and customer satisfaction;
- Monitor service performance and drive continuous improvement across processes, tools, and ways of working.
Training & Knowledge Transfer
- Design and deliver practical and theoretical training sessions for partners, distributors, and external service centers;
- Develop partner autonomy by ensuring external service centers have the skills required to maintain and repair our products independently.
Audit & Certification
- Audit and certify external service centers to ensure the required level of expertise, equipment, compliance, and service quality.
Compétences et profil recherchés
Must-have qualifications and experience
- You hold a master’s degree in engineering (electronics, electromechanics, or related field), or you bring equivalent technical experience.
- You have significant experience in technical support, After-Sales service management, or a comparable role in a technical environment.
- You have experience leading a team and driving service operations with clear priorities and performance expectations.
- You are organized, solution-oriented, resilient, and motivated by helping customers and teams succeed.
- You communicate clearly and effectively, both verbally and in writing, and are comfortable working in multicultural and international environments.
- You are fluent in English and French.
- You are willing to travel internationally on occasion (approximately one week, several times per year).
Nice-to-have
- Experience with industrial equipment, electronics-based products, or international distributor and service partner networks would be a strong asset.
Nous offrons
This is far more than a back-office support role. As After-Sales & Technical Support Manager at Teledyne ICM, you will be at the heart of the customer experience, with direct impact on satisfaction, loyalty, service excellence, and long-term business growth.
You will work with cutting-edge X-ray technology, collaborate with partners around the world, and enjoy the autonomy and visibility to shape and continuously improve a key function of the business.
We offer:
- a strategic role with real impact within a growing, innovation-driven international company;
- a motivating work atmosphere within a young and dynamic team;
- a permanent contract with significant autonomy and visibility;
- a competitive salary package with attractive benefits (company car, health insurance, competitive benefits package, …);
- a tailored training and development plan;
- flexible work arrangements depending on project needs;
- a particularly pleasant and easily accessible location (2 minutes from the highway).
If you are a technically strong leader with a passion for customer excellence and want to play a central role in a high-tech, globally recognized company, we would love to hear from you.
Intéressé(e) ?
Si vous souhaitez postuler ou désirez de plus amples informations, n’hésitez pas à vous adresser à Bernadette Bertemes par mail b.bertemes {@} ingeniumrh.be ou via le formulaire ci-dessous avec la référence XXXXXX. Ingenium RH gère cette mission en exclusivité.
Votre candidature sera traitée rapidement et confidentiellement.