Job Description
The Technical Support Manager will lead a team responsible for the assembly, programming, setup, testing, and troubleshooting of medical alerts and health monitoring equipment.
This role involves managing day-to-day operations, ensuring high-quality customer service, and continuously improving support processes.
The Technical Support Manager will play a critical role in training team members, overseeing equipment installations, and providing technical support both on-site and over the phone.
Requirements
- Manage, mentor, and develop a team of technical support specialists, ensuring they are equipped with the skills and knowledge to perform their duties effectively.
- Oversee the entire customer support process, from initial order receipt to equipment installation and ongoing technical support, ensuring customer satisfaction and safety.
- Identify areas for process improvement within the technical support team, implementing new procedures and technologies to enhance efficiency and service quality.
- Develop and deliver training programs to ensure all team members are proficient in equipment assembly, programming, testing, and troubleshooting, as well as customer interaction.
- Ensure all equipment is properly assembled, tested, and fully operational before deployment to customers, adhering to the highest safety and quality standards.
- Manage complex or escalated customer interactions, providing expert-level support and ensuring issues are resolved promptly.
- Track and analyze key performance metrics, such as response times, customer satisfaction, and equipment failure rates, to identify trends and areas for improvement.
- Work closely with other departments, such as product development and logistics, to ensure seamless operations and effective customer support.
- Prepare and present regular reports on team performance, customer feedback, and technical issues to senior management.
- Ensure all team activities comply with relevant regulations and company policies, particularly in relation to customer safety and privacy.
Benefits
- 1 week vacation
- dental insurance
- major holidays
Requirements
Attention to details and organizing the data Valid Driver License and Clean driving record Ability to pass pre-employment drug screen and background checks Outgoing personality Ability to interact in a professional and courteous manner with people of all ages and backgrounds Should have computer literacy skills MS Office would be a plus Ability to multitask in a face paced environment Ability to follow a scheduled route Good verbal and written communication skills Authorized to work in the USA Bilingual is a plus Must be reliable