Technical Product Support Manager

7 days ago

Walnut Creek, United States Azena Full time

Job Description

Job Description

JOB OBJECTIVES: The Technical Productr Support Manager will be responsible for managing and coordinating the Company’s customer service operations that directly support and provide aftermarket product repair and service to our customers. As a hands-on position, this individual will directly work via phone, email, or our custom chat dashboard, to provide customer service, perform troubleshooting, and resolve technical issues. In addition, the position will oversee and coordinate operations in the Company’s repair centers in the US and overseas. The ideal candidate should have a strong technical background, experience in customer service, excellent communication skills, strong interpersonal skills, and management experience. JOB DUTIES: · Oversee and manage the Company’s technical product and customer service operations to ensure prompt and accurate responses to customers, and to provide for timely product service turnaround. · Provide direct technical product support to customers via phone, email, and other communication channels to troubleshoot and resolve issues related to our medical devices. · Understand and interface with our custom applications to guide customers through the device setup or troubleshooting process. · Document all customer interactions, including issues, resolutions, and follow-up actions. · Ensure that customer inquiries are handled and addressed with customers as to meet established service response times. · Manage the Company’s onsite repair center and personnel to ensure timely evaluation of product issues, efficient repair of product, and an expedited turnaround process back to the customer. · Interface with the Company’s international repair centers to provide support, assistance in developing standardized processes, and to help facilitate efficient product servicing. · Collaborate with internal teams, including Quality Assurance and Engineering, to address customer issues and improve product performance. · Maintain a comprehensive understanding of our product portfolio and technical specifications. · Participate in the creation of technical support documentation, including user manuals and troubleshooting guides. · Continuously evaluate and improve the technical service process to ensure customer satisfaction and efficient resolution of issues. · Assist Technical Service personnel in monthly reporting and inventory management. REQUIREMENTS: · 5+ years of experience in technical customer support or related field. · Managerial experience in a customer service/support environment. · Technical experience with troubleshooting medical devices or similar electrical equipment. · Excellent interpersonal skills and ability to build positive relationships with customers. · Ability to create, develop, and enhance processes and workflows for maximum efficiency. · Ability to lead and work with others effectively in a team environment and to collaborate with peers. · Ability to work in a fast-paced environment and manage multiple priorities. · Willingness to work flexible hours, including evenings and weekends, as needed (a must.) REPORTS TO: Director of Product Management Company Description Why We Exist

We believe good oral care is critical to everyone’s health and wellness. Dental professionals and consumers alike should have access to technologies that improve oral health. We are committed to the belief that these technologies should be proven effective through empirical evidence, have elegant & intuitive design, and be as minimally invasive as possible.

How We Work

At Azena, every insight is given a chance to develop, to be validated by science and clinical research, and to inspire the creative minds of our designers and engineers. We continually challenge ourselves to explore innovation for the betterment of oral healthcare. We base our innovation on the foundations of science and aesthetic design to create effectiveness, simplicity, ease-of-use, and overall appeal.

What We Do

With a focus on improving oral healthcare, we design, develop, validate, manufacture, and market world-class devices for both dental clinicians and consumers. We are continually searching for new solutions to enhance oral care. Our offerings are created at the intersection of where art, science, and technology meet.

Join Our Team

Azena's team of engineers and designers have experience developing, manufacturing, and marketing Class IV surgical laser systems for professional dental applications, as well as other dental and oral care products.

Our current suite of professional dental products is distributed in 50+ countries globally. More than a million procedures have been performed using our devices in dental offices all over the world. These products have won numerous design and clinical effectiveness awards, and are widely recognized as leaders within their segments.

We are a privately held organization based in Walnut Creek, California and our products are manufactured locally in the San Francisco Bay Area.

Company Description

Why We Exist\r\rWe believe good oral care is critical to everyone’s health and wellness. Dental professionals and consumers alike should have access to technologies that improve oral health. We are committed to the belief that these technologies should be proven effective through empirical evidence, have elegant & intuitive design, and be as minimally invasive as possible. \r\rHow We Work\r\rAt Azena, every insight is given a chance to develop, to be validated by science and clinical research, and to inspire the creative minds of our designers and engineers. We continually challenge ourselves to explore innovation for the betterment of oral healthcare. We base our innovation on the foundations of science and aesthetic design to create effectiveness, simplicity, ease-of-use, and overall appeal. \r\rWhat We Do\r\rWith a focus on improving oral healthcare, we design, develop, validate, manufacture, and market world-class devices for both dental clinicians and consumers. We are continually searching for new solutions to enhance oral care.

Our offerings are created at the intersection of where art, science, and technology meet.\r\rJoin Our Team\r\rAzena's team of engineers and designers have experience developing, manufacturing, and marketing Class IV surgical laser systems for professional dental applications, as well as other dental and oral care products.\r\rOur current suite of professional dental products is distributed in 50+ countries globally. More than a million procedures have been performed using our devices in dental offices all over the world. These products have won numerous design and clinical effectiveness awards, and are widely recognized as leaders within their segments.\r\rWe are a privately held organization based in Walnut Creek, California and our products are manufactured locally in the San Francisco Bay Area. #J-18808-Ljbffr

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