Genesys Technical Support Manager

Biomune Company
United States, Georgia, Gainesville
Feb 12, 2025
Genesys Technical Support Manager The success of a company depends on the passionate people we partner with. Together, let's share our talents. As a global leader in animal health, Ceva Animal Health believes our success is linked to our passionate people researching, developing , producing and supplying innovative health solutions for all animals, which contributes to the future of our diverse planet. We are committed to ensuring the highest possible level of care and well-being for farm animals (poultry, pigs, ruminants), companion animals (dogs and cats) and wildlife. Indeed, Our "Together, Beyond Animal Health" vision emphasizes that the health and wellbeing of people, animals and our planet are totally interlinked. More than ever, Ceva is committed to a "One Health" approach. As part of our "Diversity, Equity and Inclusion" policy, Ceva Animal Heath is committed to the employment of people with disabilities and will make reasonable accommodations throughout the interview process to ensure an inclusive and accessible experience for all applicants. To request an accommodation, please contact a member of the Ceva Talent Acquisition team. Your missions : Genesys Technical Support Manager Location: Remote / Flowery Branch, GA / Lenexa, KS The Genesys Technical Support Manager is a member of the Vaccination Services and Equipment department, responsible for overseeing the installation and supervision of Genesys Gender Sorting System and related automation equipment at customer sites according to a planned schedule. Working closely with the Genesys Technical Sales Manager, this role serves as the primary technical point of contact for customers, coordinating all pre-installation preparations to ensure a seamless and efficient installation process. The Genesys Technical Support Manager provides training to customer crews and addresses technical issues that hatchery personnel cannot resolve. The Genesys Technical Support Manager also collaborates with the Ceva Ecat-iD Engineering and R&D teams to secure advanced technical support when necessary. Alongside the technical responsibilities, the Genesys Technical Support Manager focuses on developing solutions to address customer needs while facilitating clear communication between the customer, Ceva's VSE team, and the sales team. The Genesys Technical Support Manager is responsible for thoroughly documenting all activities in the CRM, including customer feedback and any challenges encountered. This role is essential for maintaining project timelines, ensuring successful equipment installations, and building strong customer relationships through efficient service and clear communication. Key Responsibilities: Installs or supervises Genesys and other hatchery automation equipment installations according to a predetermined schedule. Acts as the main technical point of contact with customers, providing expertise and addressing customers' needs and understanding their operational environment. Provides technical training to customer crews on the use of equipment. Troubleshoots technical issues. Ensure effectives communication with the customer, Ceva's VSE team and the sales teams. Regularly prepares and submits reports (e.g. at the conclusion of each mission). Escalates identified issues to relevant departments by utilizing the CRM. Whenever necessary, acts as the main technical source to resolve issues or support operations of Genesys and any other Ceva's hatchery automation and vaccination equipment. Maintains and fosters strong customer relationships through efficient service. Core Competencies: Analytical skills to identify and address equipment-related issues. Ability to inspire teams responsible for equipment operation and maintenance. Collaborative approach in working with cross-functional teams and departments. Identifying opportunities for process enhancements in equipment management. Keeping abreast of industry trends and recommending new technologies. Flexibility in adapting to changing equipment needs and technological advancements. Ability to adjust training programs based on evolving organizational requirements. Client focus. Excellent communication skills. Accountability. Technical / Functional Competencies: Hatchery Knowledge: Bio focus, Biosecurity, Engineering, and Environment. Communication and Presentation Skills Qualifications: Education - Bachelor's degree in animal or poultry sciences or a related advanced degree, such as engineering. Work Experience - At least ten years in the poultry industry with specific expertise in poultry hatcheries. Previous experience with installation and maintenance of Hatchery Automation Equipment is preferred. Physical Requirements: Must be able to read, speak and understand English. Must be able to speak, see and hear. Must be able to ride in a plane or vehicle for up to 7 hours daily. Working Conditions: Ability to work remotely or from a satellite office. Travel Required: 50% domestic travel required. Some international travel, up to 5% annually. This job description is intended to convey information essential to understanding the scope of the job and general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, duties and responsibilities or working conditions associated with the job. This job description is not an employment contract. Ceva reserves the right to modify job duties and/or job descriptions at any time to meet the needs of the business. VEVRAA Federal Contractor *Ceva is an equal opportunity employer and all qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, age, genetic information, actual or perceived sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law. Ceva encourages men and women, members of all racial and ethnic groups, individuals with disabilities and veterans to apply. 669B #USCEVA Your profile : Qualifications: Education - Bachelor's degree in animal or poultry sciences or a related advanced degree, such as engineering. Work Experience - At least ten years in the poultry industry with specific expertise in poultry hatcheries. Previous experience with installation and maintenance of Hatchery Automation Equipment is preferred.