National Customer Support Manager

San Jose, CA

Posted: 07/22/2019 Employment Type: Direct Hire Industry: Medical Device Job Number: JOS000008787

Job Description

Job Summary:  

This position is responsible for all aspects of the company’s customer service for products in USA and Canada. The National Customer Support Manager works with peers in Asia and Europe to deliver a consistent global customer experience. The National Customer Support Manager manages the day-to-day operations of the Technical Support team for optimal resource management.   

Essential Functions:  

  • Maintain a team environment that delivers exceptional customer service for our ultrasound products. Lead escalation activities and customer satisfaction forum to improve the customer experience and overall satisfaction with company products. Perform field trending and drive product quality improvements.  
  • Be the customer advocate. Drive actions and activities that ensure the customer experience is in alignment with the company’s strategic objectives.  
  • Interface with internal resources to resolve ongoing field technical issues.   
  • Ensure timely and accurate responses to customers and field personnel.  
  • Manage Technical Support team to ensure proper phone coverage as well as support for strategic projects.  
  • Have a strong business sense that can optimize the customer experience and minimize the cost of support  
  • Manage the business and operational relationship between support and our field organization.  
  • 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.  
  • Document, track and monitor problems to ensure resolution in a timely manner and tasks are set to the appropriate priority levels.  
  • Establish, maintain and report on key customer centric metrics   
  • 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.  

Decision-Making Authority:  

  • Responsible for workflow requirements and process between internal departments.  
  • Managing customer experience and initiatives to resolve customer issues.  
  • Managing department budget and help drive revenue programs with other departments. 

Position Specifications:  

  1. Knowledge/Educational Requirements 
  • Bachelor’s Degree in Engineering or High School Diploma plus other relevant Engineering certificates.  
  • Minimum of 5 years of experience for degree holder or 15 years of experience for non-degree holder in field/technical/clinical support in a medical device or diagnostic imaging environment.  
  1. Skills and Abilities 
  • Familiarity with Ultrasound clinical applications and usage desired.   
  • 3 years of 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 experience in dealing with difficult customers and achieving a successful outcome.  
  1. Physical Demands/Work Environment 
  • Work is generally performed within an office environment, with standard office equipment available.    
  • This position requires the ability to travel (20% plus).   

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