Technical Support Supervisor

Job Summary

To oversee the daily activities of the Technical Support Representatives, the full-time remote Technical Support Supervisor will manage operations, lead team development, and ensure high-quality service delivery in a global medical device company.

Key responsibilities

• Plan and supervise daily operations of the Technical Assistance Center, addressing troubleshooting and technical service issues
• Lead team development through training, performance reviews, and goal setting based on Key Performance Indicators
• Collaborate with various departments to resolve escalated customer requests and implement process improvements for enhanced customer experience

Required qualifications

• High School Diploma or equivalent required; Associate's Degree preferred
• 5 years of customer-facing experience in Technical Service required
• Prior supervisory experience is required
• Technical knowledge of products and understanding of their clinical use is necessary
• Basic knowledge of medical terms and marketing concepts related to the products handled