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Vitrolife Group
Vitrolife Group
1,001 – 5,000 Employees
ConsultingHealthcareLogistics
Vitrolife Group develops medical devices and genetic testing solutions for reproductive health, serving IVF clinics across the reproductive care journey. Its portfolio spans consumables, clinical technologies and genetic testing, with products intended to support treatment decisions and outcomes. The company has also expanded into digital clinic operations through eFertility, whose software supports standardized workflows and IVF clinic management. Vitrolife Group’s work brings together healthcare products, testing and digital tools for fertility care.
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Aftersales Manager, Americas

Lead remote aftersales engineers and service partners supporting Vitrolife fertility medical devices across the Americas. Build strong technical service, customer satisfaction, and operational performance.

USUnited StatesCOColoradoFLFloridaPAPennsylvaniaRemoteFull-timeMiddleSeniorEnglish RequiredManager

Description

  • Lead and develop field service and HelpDesk engineers across North and South America.
  • Build an inclusive team culture centered on safety, quality, and customer satisfaction.
  • Conduct performance reviews, create development plans, and support employee training and growth.
  • Encourage engagement, collaboration, accountability, and continuous improvement across a remote, multicultural team.
  • Advise on day-to-day operational and people matters.
  • Oversee daily aftersales operations and the delivery of technical service and support.
  • Help engineers resolve escalations and complex technical issues, coordinating with internal experts as needed.
  • Ensure service work meets company standards, quality requirements, and safety regulations.
  • Lead initiatives to improve operational efficiency and service performance.
  • Maintain service readiness and customer satisfaction across the Americas.
  • Build and sustain relationships with distributors and third-party service providers.
  • Help onboard and develop external partners, aligning their work with company standards and service expectations.
  • Track partner performance and encourage collaborative, customer-focused service.
  • Work with Customer Care, Supply Chain, Implementation, Training, and Commercial teams.
  • Coordinate with regional and global stakeholders to support clear communication and effective execution.
  • Help develop scalable service, implementation, training, and support models for current and emerging technologies.
  • Contribute to efforts that improve customer experience, product adoption, operational efficiency, and service performance.
  • Travel across the Americas to support team members, partners, and customers.
  • Provide hands-on technical support and perform on-site service engineering when needed.

Requirements

  • Experience in field service, service operations, technical support, or a related customer-facing technical role.
  • Prior leadership experience, ideally managing remote, field-based, or geographically distributed teams.
  • Experience working in multinational and multicultural organizations.
  • Strong customer focus and the ability to balance people leadership, operational priorities, and service quality.
  • Fluent English; additional languages are an asset.
  • Preferred: experience supporting healthcare, medical technology, laboratory, software, or other complex technical products.
  • Preferred: experience with customer implementation, training, product adoption, or customer success initiatives.
  • Familiarity with regulated environments and quality-focused service organizations.
  • Strong leadership, coaching, and employee development skills.
  • Excellent communication and relationship-building skills.
  • An empathetic, approachable, and hands-on leadership style.
  • Strong organization, problem-solving, and decision-making skills.
  • Ability to manage competing priorities in a fast-paced environment.
  • Effective stakeholder management and cross-functional collaboration skills.
  • Availability for regular travel throughout North and South America.
  • Willingness and ability to travel to customer sites and provide direct technical support when needed.
  • Ability to pass a background check.
  • Must verify identity and eligibility to work in the United States and complete required employment eligibility verification upon hire.

Benefits

  • Paid time off and 10 paid holidays
  • 401(k) with employer match
  • Medical, dental, and vision coverage
  • 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 Account and Health Savings Account

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