Technical Support Supervisor (Remote)
Arthrex
This is a Contract position in Los Angeles, CA posted October 9, 2021.
Requisition ID: 50086 Title: Technical Support Supervisor (Remote) Division: Arthrex, Inc.
(US01) Location: Santa Barbara, CA Arthrex, Inc.
is a global medical device company and a leader in new product development and medical education in orthopedics.
Arthrex is actively searching for a Technical Support Supervisor To oversee the daily activities of the Technical Support Representatives while insuring world
– class service delivery.
In this role the Technical Support Supervisor will collaborate with other Arthrex departments such as Sales, Product Surveillance, and Collaborate with other Arthrex departments such as Sales, Product Surveillance, and Product Management to ensure escalated customer requests are resolved to the customer’s satisfaction.
The successful candidate will build relationships with key customers and internal departments.
This leader will Plan, organize, schedule and supervise the day to day Technical Assistance Center operations in assigned area of responsibility.
This encompasses all troubleshooting, technical service issues, and product upgrades.
Excellent interpersonal, leadership skills along with five years of customer-facing responsiblities in Technical Service and prior Supervisory experience required.
Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.
This is a remote position candidate can work anywhere in the United States.
Essential Duties and Responsibilities: 1.
Plan, organize, schedule and supervise the day to day Technical Assistance Center operations in assigned area of responsibility.
This encompasses all troubleshooting, technical service issues, and product upgrades.
2.
Lead, manage, develop, train and review performance of staff.
3.
Provide timely reporting to Arthrex Leadership regarding the overall performance of the Technical Support Representative Team.
4.
Establish appropriate individual goals per the Key Performance Indicators of the Global Service & Repair organization.
Regularly review performance with TSR team.
5.
Measure and maintain customer satisfaction.
6.
Ensure all team member issues and concerns are addressed in a timely manner, encourage involvement from all team members and foster a positive team environment.
7.
Manage and schedule training and development for team.
8.
Develop and maintain department policies, procedures, and processes.
9.
Collaborate with other Arthrex departments such as Sales, Product Surveillance, and Product Management to ensure escalated customer requests are resolved to the customer’s satisfaction.
10.
Identify and implement process improvements that enhance the customer experience and /or meet future business needs.
11.
Deliver annual Performance Reviews and maintains records of their team.
12.
Work in partnership with Technical Support manager in hiring decisions.
13.
Required to work flexible hours as needed in order to support customer needs.
14.
Up to 10% travel required.
Education and Experience:
• High School Diploma or equivalent required, Associates Degree preferred
• 5 years of customer-facing responsibilities in Technical Service required
• Prior Supervisory Experience required Incidental Duties: The above statements describe the general nature and level of work being performed in this job.
They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned, as required, by management.
Knowledge and Skills: Strong proficiency in Microsoft Office.
This is a remote position candidate can work anywhere in the United States.
All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Job Requirements:
