Job Description

Client Support Manager

IVD Systems – Direct Hire

San Diego, CA

Talentry is looking for a Sr. Customer Support Manager to manage the implementation, functioning, maintenance, upgrade, training, and feedback for a unique point-of-care patient diagnostic device.

The right person for this role will use her or his excellent customer service experience to serve as the liaison between the client site and the internal engineering and systems teams. This role will provide technical support to implementations and product upgrades, as well as to triage escalation of field requests.

This person will be excellent at documenting best practices and client recommendations, as well as developing training documentation including FAQs, manuals, training materials, technical bulletins, etc. This role will ensure that the devices interface with LIS/CRM systems, and assist with optimizing functionality. This role will also bring back quality and usability issues, as well as process and functional improvements.

This person will provide extensive support to European clients, so an early work shift is a requirement. Travel is minimal unless desired

Requirements:

5+ years of Customer Technical Support in the IVD / Medical Device industry.

Proven history of supporting clients through excellent communication and documentation skills.

Demonstrated ability to function proactively, demonstrate attention to detail and problem-solving abilities, and collaborate with people at all levels and with a variety of technical capability.