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Technical Support Manager

2 months ago

Bensalem, United States Medihill Inc. Full time

The Technical Support Manager will lead a team responsible for the assembly programming setup testing and troubleshooting of medical alerts and health monitoring equipment. This role involves managing daytoday operations ensuring highquality customer service and continuously improving support processes. The Technical Support Manager will play a critical role in training team members overseeing equipment installations and providing technical support both onsite and over the phone.



Requirements Manage mentor and develop a team of technical support specialists ensuring they are equipped with the skills and knowledge to perform their duties effectively.
Oversee the entire customer support process from initial order receipt to equipment installation and ongoing technical support ensuring customer satisfaction and safety.
Identify areas for process improvement within the technical support team implementing new procedures and technologies to enhance efficiency and service quality.
Develop and deliver training programs to ensure all team members are proficient in equipment assembly programming testing and troubleshooting as well as customer interaction.
Ensure all equipment is properly assembled tested and fully operational before deployment to customers adhering to the highest safety and quality standards.
Manage complex or escalated customer interactions providing expertlevel support and ensuring issues are resolved promptly.
Track and analyze key performance metrics such as response times customer satisfaction and equipment failure rates to identify trends and areas for improvement.
Work closely with other departments such as product development and logistics to ensure seamless operations and effective customer support.
Prepare and present regular reports on team performance customer feedback and technical issues to senior management.
Ensure all team activities comply with relevant regulations and company policies particularly in relation to customer safety and privacy.

Benefits
  • 1 week vacation
  • dental insurance
  • major holidays


Attention to details and organizing the data Valid Driver License and Clean driving record Ability to pass pre-employment drug screen and background checks Outgoing personality Ability to interact in a professional and courteous manner with people of all ages and backgrounds Should have computer literacy skills MS Office would be a plus Ability to multitask in a face paced environment Ability to follow a scheduled route Good verbal and written communication skills Authorized to work in the USA Bilingual is a plus Must be reliable