Technical Support Manager Zonare Medical Systems
THIS JOB HAS EXPIRED Reports To: Head of Customer Support
The Technical Support Manager is responsible for all aspects of customer post-sales technical support delivered through both in and outsourced service providers. The Technical Support Manager supervises the day to day operations of the Technical Support team for optimal resource management.
Specific Duties and Responsibilities:
Collaborate with other departments such as Sales, CTC, Marketing, Engineering, QA, and IT to improve overall customer satisfaction objectives.
Ensure timely and accurate responses from internal sources to customers and field personnel.
Manage Technical Support team to ensure proper coverage of call center phones as well as support for strategic projects.
Be the customer advocate, and drive actions and activities that ensure the customer experience is in alignment with the company?s strategic objectives.
Manage the business and operational relationship between our in house technical support team and outsourced service providers.
Provide mentorship and leadership to the Technical Support team.
Effectively train personnel on all levels and provide continued support and mentoring.
Standardize and develop cost effective support strategies; this includes on-site support, advanced support center, communications with engineering, and escalation to Senior Management.
Documents, tracks and monitors problems to ensure resolution in a timely manner and tasks are set to the appropriate priority levels.
Interface with Engineering and Manufacturing to resolve ongoing field technical issues.
Establish strategic direction on product serviceability, and improve overall profitability of the ZONARE products.
Develop and manage continuous improvement projects.
Daily monitoring of Technical Support resources.
Bachelors Degree in Engineering or equivalent experience.
Minimum of 5 years experience in field/technical/clinical support in a medical device or diagnostic imaging environment desire.
Familiarity with Ultrasound clinical applications and usage desired.
Minimum of 3 years management/leadership experience desired.
Demonstrated ability to manage multiple projects and provide timely and accurate updates to various levels of management.
Demonstrated ability to develop and maintain excellent relationships with field sales and support personnel.
Excellent communication skills (written/verbal) and follow-through.
Solid computer skills.
Previous experience in various departmental programs including field/technical service, customer service and technical training; and the ability to work with all levels within the company.
Must be able to manage multiple tasks and prioritize appropriately.
Must be detail oriented with good written, verbal and organizational skills.
PC skills including use of Windows Operating systems and MS office applications are required.
Demonstrated leadership and management skills that create a professional team through measurable increases in productivity and quality.
Hands-on in dealing with difficult customers and achieving a successful outcome.
Work is generally performed within an office environment, with standard office equipment available.
Occasional travel based on business needs.
||420 North Bernardo Avenue |
Mountain View, CA 94043
THIS JOB HAS EXPIRED