Job Description
SUMMARY:
The Manager, Technical Support is responsible for guiding, leading, and developing the Technical Support Specialist team to continuously improve operational efficiencies, technical knowledge, and quality of service for our customers. This role requires a pro-active component where both instrument and assay performance dynamics are monitored, trends are tracked, and remedial actions are initiated as appropriate. This individual will also provide customer feedback of a technical nature to R&D for product improvement purposes.
RESPONSIBILITIES:
- Hire and develop Technical Support team to provide outstanding technical expertise in an efficient and personal approach to customers and channel partners
- Provide technical leadership and case management guidance to team
- Responsible for developing and managing all technical support processes as it relates to customers
- Track and manage performance metrics of the team ensuring goals are met or exceeded
- Proactively identify areas for continuous improvement of the customer experience, support tools and documentation processes
- Optimize trouble shooting and case resolution procedures and practices
- Ensure all staff are trained on products and customer problem solving service skills
- Develop strong cross-functional partnerships with Commercial, R&D, Quality and Operations with reporting issues and provide recommendations
- Develop and continuously improve team training materials on existing and new products
KNOWLEDGE AND SKILL:
- Experienced in managing support teams in highly technical medical device or biotech industry
- Prior hands-on experience in technical support in medical device industry
- Outstanding technical problem solving skills
- Excellent interpersonal skills with customers and cross-functional teams
- Committed to excellence for outstanding customer technical support service
- Participated in FDA audits
- Excellent written, verbal, and presentation skills
- Strong MS Office knowledge & CRM experience
EDUCATION/EXPERIENCE REQUIRED:
- Bachelor’s degree in Molecular Biology, Biology, or related scientific discipline
- 6 years of technical support experience in medical device industry
- 4 years of people management experience