Job Description

SprintRay is looking for a CUSTOMER SERVICE TECHNICAL MANAGER to drive efforts to resolving customers technical challenges within a call center environment.  This position will focus on leading a team of technical customer support agents while managing great customer experience through a call center.  It requires keeping a pulse on the voice of our customer to understand field issues, prioritize the resources and managing technical call center agents.  Candidate needs to understand systems thinking and troubleshooting that supports the workflow associated with the SprintRay products while possessing a great attitude and enjoys working with others in a growth environment.  Ideal candidate will have competency within two of three skills within customer service call centers, 3D Printing and/or dentistry workflow. Position will be based in Los Angeles, CA.

RESPONSIBILITIES:

• Manage and lead a technical customer support team
• Optimize the maintenance of Zendesk, LMS, and ERP development planning
• Develop procedures for follow up calls and scheduling training sessions
• Monitor and assist with the pipeline of tickets
• Assist in resolving complicated departmental issues
• Identify, prioritize and establish options for field issues reported by customers
• Resolve issues using a root cause analysis methodology
• Effectively communicate between R&D, QA, Product Development and Leadership teams

QUALIFICATIONS AND REQUIREMENTS:

• 5+ years experience in a customer/technical support supervision role
• Engineering Degree is a plus
• Experience building department materials and strategies
• Familiarity with Zendesk/ERP software
• Excellent communication skills
• Experience with 3D Printing or Dental workflow is a plus
• Communication and computer skills
• Attention to detail

ABOUT SPRINTRAY:

SprintRay is a highly collaborative environment where innovative people have the freedom to satisfy their curiosity by finding creative solutions to hard problems. If you’re a relentless problem solver who wants to shape the future of 3D printing, join SprintRay! Together, we can revolutionize the next 100 years of manufacturing and empower future generations of doctors, designers, and makers all over the world.

TO ALL RECRUITMENT AGENCIES:

SprintRay does not accept agency resumes. Please do not forward resumes to company email addresses or other company contacts. SprintRay is not responsible for any fees related to unsolicited resumes. Unsolicited resumes received will be considered our property and will be processed accordingly.

SPRINTRAY IS AN EQUAL OPPORTUNITY EMPLOYER.