Technical Support Manager - LipoSonix

Overview: This position is responsible for overall management of LipoSonix technical support including: call center, field service, and depot repair. It creates and maintains all technical support internal business operating processes, as well as all installation, maintenance, and field service procedures. It works with management teams to integrate technical support requirements into the design, development, and manufacture of company products. It works with other functions to assure customer satisfaction related to technical support. It develops technical support policies and direction, and represents the company on technical support related issues to customers, distributors, and third party service providers.

Responsibilities: • Develop, coach, and retain a high performance technical support staff. Provide drive, vision, leadership, guidance, and support to all direct reports.
• Manages technical support team. Including: hiring, retention, goals and objectives, performance reviews, and development plans.
• Directs field service personnel who perform on-site routine services including installation, maintenance, and repair.
• Manages and implements corporate technical support strategy.
• Designs and implements technical support processes and policies.
• Instills consistency in the processes used to deliver technical support services and find ways to add value to the process for current and future delivery efforts.
• Ensures that contractual obligations are completed and customer satisfaction is achieved.
• Manages the service event tracking database and reporting.
• Manages the Field Replaceable Unit (FRU) production forecast.
• Develops and manages extended service policies, terms, and conditions.
• Responsibilities also include handling service contracts and directing support services.
• Participates in product development activities. Recommends changes to products or services to fulfill customer needs.
• Promotes technical support initiatives throughout the organization.
• Establishes and monitors key performance metrics to drive continuous improvement. Initiates change to improve performance.
• Develops, tracks, and analyzes metrics to measure product performance and reliability (early life failure rate and pareto, out of box failure rate and pareto, installed base failure rate and pareto, etc.).
• Develops, track, and analyzes metrics to measure customer satisfaction as it relates to technical support.
• Leads the effort for selection and implementation of domestic third party service provider. • Establishes and manages domestic field service team via third party field service provider.
• Manages third party service provider performance and feedback.
• Establishes and manages domestic field service team in key domestic markets.
• Establishes and manages formal certified service training program.
• Oversees the scheduling and training of field service representatives.
• Generates field service manual, technical bulletins, as related to each new product release.
• Establishes and manages all technical support documentation, procedures and policies.

Qualifications: • Bachelor's degree and 7 years background in technical support.
• Experience at metric development.
• Knowledge of global technical support.
• Ability to develop and manage service agreements extended warranty contracts.
• An understanding of ISO 13485:2003 and the FDA Quality System Regulation, is advantageous.
• Excellent verbal and written skills. Hands on and team oriented.
• Strong project management skills.
• Self starter with good problem solving skills.
• Track record in technical support leadership roles.
• Ability to work with minimal direction
• Possess the ability to work with all levels of leadership
• Previous work experience in the medical equipment field, advantageous.
• Some travel is required.


The statements in this description represent typical elements, criteria and general work performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills for this job.

 

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