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Job description
The Technical Support Supervisor is a people leadership role impacting customer service levels, supporting revenue growth, operating margins and driving a culture of customer service excellence. In addition to direct leadership responsibilities of Technical Support the role will require collaboration and engagement with other internal functional teams and externally with regional field service leaders (FSMs). The Technical Support Supervisor’s primary responsibility is to lead technical support team for the support of our customers and field service technicians. The position will be responsible for understanding, measuring, executing and improving core business processes, systems and practices to sustain growth. The position will support adoption and utilization of commercial systems (SAP, SalesForce, and ServiceMax) and strengthen partnerships with Field Service, Field Operations, Marketing, and ProCare.
What you will do:
- Partner with Field Service & Technical Support leadership to deliver quality service and exceptional customer service to ensure regulatory expectations are met with all interactions.
- Collaborate with various teams to drive improvements in customer/client satisfaction levels and internal responsiveness.
- Support the Technical Support Manager to effectively manage, develop and coach team members and help to identify development plans and performance measurement.
- Supervise and lead development of all operational and fulfillment KPIs to measure progress of field service process to ensure expectation alignment across different teams. Support the identification opportunities to improve customer experience and provide flawless support execution.
- Ensure SAP and SalesForce/ServiceMax processes are implemented and maintained. Support internal and external audits and timely closure of audit findings. Maintain SOX compliant OTC organization and improve controls and compliance within the department.
- Aide Technical Support leadership by planning, organizing, and setting goals to best utilize personnel to achieve long and short-term goals.
- Support Technical Support Manager to represent Service and Support needs in Regional Field Service meetings/forums and enable single point of contact for technical support team.
- Represent the Technical Support Team view for ensuring smooth transition of new product development plans to maximize service performance and coordinate the corresponding obsolescence if applicable.
What You Need:
Required:
- Bachelor’s degree required
- 2+ years’ experience in service facing roles plus a combination of other roles with direct or indirect leadership and influence required.
- Demonstrated ability to lead people or processes required.
Preferred:
- 2+ years people leader experience
- Medical device experience
- Proficient in Microsoft Office Suite Applications (Word, Excel, Access); proficient using SAP or equivalent ERP System, Salesforce.com (CRM Software)
- Demonstrated experience with customer service and LEAN principles