Job Description
Job Description
Technical Support Manager is responsible for providing the management and direction for the Technical Support Group, ensuring total after sale service support and maintain positive customer relations by leading a team of Technical Support Reps. Responsible to ensure the recording and satisfactory completion of service requests and any other customer inquiries.
ESSENTIAL FUNCTIONS:
- Develop and direct the goals, schedules and activities of the Technical Support department. Coordinate the recording, dispatching and processing of field service requests in response to customer service calls or inquiries.
- Responsible for assisting in the preparation of the annual department budget and subsequent operation of department at or under budget expense.
- Provide guidance and assistance to resolve complex customer relations problems regarding hardware or software complaints, policies or procedures. Interface with several other departments to investigate complaints; authorize action to be taken involving time, labor, or price adjustment.
- Implement and monitor timely and accurate data entry programs for all complaints according to FDA requirements. Plan, schedule and ensure adequate training for personnel by providing or arranging for classes in instrument applications, phone troubleshooting, and customer relations skills. Maintain accurate and up-to-date policy and procedure manuals for Customer Service Technicians.
- Provides direct supervision including interviewing, selection and performance management responsibilities. Develop and maintain technical staff to provide documentation, training and technical support needed to ensure customers’ needs are addressed in an effective and professional manner.
- Maintain currency of, and adhere to applicable FDA, GMP and ISO 9001 processes and procedures. Abide by state and federal employment laws.
- Participate, as appropriate, with Engineering in seeking solutions to technical problems.
- Anticipate the impact of internal (service policies, engineering ECDs, etc.) and external factors
- (availability of parts, supplies, test equipment, etc.) on the effectiveness of total after sale service support domestically.
- Increase the effectiveness of the Technical Support Department by developing and implementing new ideas and programs as needed or as situations require.
- Evaluate the impact of new product release on the Technical Support Department and institute programs, arrange for training, procure resources and arrange for functional working space for total support of the new product.
- Keep the Director of Call Center fully informed of proposed actions to be taken, along with expected results so that full ramifications can be assessed.
- Develop management perspective.
REQUIREMENTS:
- BA/BS in Engineering or Sciences or an equivalent combination of education and experience.
- Seven to ten (7-10) years experience in after sales service and support.
- Demonstrated ability to analyze and resolve problems, and the ability to supervise and motivate a wide variety of employee personalities.
- Excellent interpersonal, written and verbal communication skills.
SPECIAL DEMANDS:
Some travel required.