Technical Support Manager

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