Manager, Aftersales Americas

At the Vitrolife Group, we work every day to unlock the full potential of science and technology to reduce the barriers towards building a family. Together we help our customers and their patients to fulfill the dream of having a baby.

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 Summary

The 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 & Experience

Required

• 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

An offer of employment is contingent on the successful passing of a background check. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Equal Opportunity Employer

Vitrolife Group is an equal opportunity employer committed to creating an inclusive workplace for all employees. We celebrate diversity and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other protected characteristic in accordance with applicable laws.

Vitrolife Group is a global provider of medical devices and genetic services. Based on science and advanced research capabilities, we develop services and products for personalized genetic information and medical device products. We support our customers by improving their clinical practice for the patient's outcome of fertility treatment.

We are currently approximately 1 100 colleagues worldwide, with headquarters in Gothenburg, Sweden. Vitrolife Group's products and services are available in more than 110 countries through our own presence in 30 countries and a network of distributors. Vitrolife Group is a sustainable market leader and aims to be the preferred partner for IVF-clinics by providing superior products and services with the vision of fulfilling the dream of having a baby. The Vitrolife share is listed on Nasdaq Stockholm.