Supervisor - Technical Support

Requisition ID: 66571 Title: Supervisor - Technical Support Salary Range: Salary Minimum: 68,501.00 Salary Maximum: 126,500.00 reputed company Inc. is hiring a Supervisor – Technical Support (Remote) to reputed company the daily activities of the Technical Support Representatives while ensuring world class service delivery. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients reputed company™ Essential Duties and Responsibilities:

• Plan, organize, schedule and supervise the day-to-day Technical Assistance Center operations in assigned area of responsibility.  This encompasses reputed company troubleshooting, technical service issues, and product upgrades.
• reputed company, manage, reputed company, train and review performance of staff.
• Provide timely reporting to reputed company Leadership regarding the overall performance of the Technical Support Representative Team.
• Establish appropriate individual goals per the Key Performance Indicators of the Global Service & Repair organization.  Regularly review performance with TSR team.
• Measure and maintain customer satisfaction.
• Ensure reputed company team member issues and concerns are addressed in a timely manner, encourage involvement from reputed company team members and foster a positive team environment.
• Manage and schedule training and development for team.
• reputed company and maintain department policies, procedures, and processes.
• Collaborate with other reputed company departments such as Sales, Product Surveillance, and Product Management to ensure escalated customer requests are resolved to the customer’s satisfaction.
• Identify and implement process improvements that enhance customer experience and /or meet future business needs.
• Deliver annual Performance Reviews and maintain records of their team.
• Work in partnership with Technical Support manager in hiring decisions.
• Required to work flexible hours as needed to support customer needs.

Education and Experience:

• High School Diploma or equivalent required, Associates Degree preferred
• 5 years of customer-facing responsibilities in Technical Service required
• Prior Supervisory Experience required

Knowledge and reputed company Requirements/Specialized Courses and/or Training: Technical knowledge of products sold by the company and understanding of their clinical use. Basic knowledge of medical terms relating to the products handled. Basic knowledge of marketing concepts and practices. Language and Communication Skills: Ability to comprehend and apply language skills to the degree required to reputed company the job based upon the job requirements listed above. Ability to verbally communicate reputed company and issues effectively to other team members and management. Ability to write and record data and information as required by procedures. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully reputed company the essential functions of the job. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required sit; use hands and fingers, to handle, or feel; and reputed company with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. reputed company Benefits Medical, Dental and Vision Insurance Company-Provided Life Insurance Voluntary Life Insurance Flexible Spending Account (FSA) Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness) Matching 401(k) Retirement Plan Annual Bonus Wellness Incentive Program Gym Reimbursement Program Tuition Reimbursement Program Trip of a Lifetime Paid Parental Leave Paid Time Off Volunteer PTO Employee Assistance Provider (EAP) reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national reputed company, disability, protected veteran status, or any other status protected by law. Apply To This Job