Technical Support Center Manager
2 weeks ago
Technical Support Center Manager
Are you ready to thrive in a global setting where your contributions matter every day? At Permobil, we are on the lookout for innovators to join our mission of developing the most advanced assistive technologies.
At Permobil, our users are at the heart of everything we do. Our mission is to design cutting-edge assistive solutions that enhance the lives of individuals with disabilities. Our team is dedicated to advancing technology to deliver innovations that truly make a difference. We are committed to sustainability and continuous improvement, ensuring our customers receive market-leading solutions informed by clinical insights.
In this crucial role, you will oversee our Power technical support and parts center, focusing on delivering outstanding customer service, managing the quality of technical services, and enhancing operational efficiencies. The ideal candidate will excel in monitoring and managing key performance indicators (KPIs), cultivating a high-performance culture, and ensuring our technical support adheres to the highest standards.
Key Responsibilities:
Manage and supervise the daily operations of the technical support center, ensuring prompt resolution of customer inquiries and maintaining high levels of customer satisfaction.
Lead and mentor a team of technical support specialists, fostering a culture of excellence, accountability, and ongoing improvement.
Develop and track key performance indicators (KPIs) such as response times, resolution rates, customer satisfaction scores, and agent productivity to evaluate effectiveness and identify areas for enhancement.
Implement strategies to improve the quality of customer service and technical support while ensuring scalability of operations.
Collaborate with various departments to align customer service with broader organizational goals.
Analyze trends in customer inquiries and system issues to proactively mitigate potential service challenges.
Address escalated customer concerns, providing effective and efficient solutions.
Qualifications:
Bachelor's degree or equivalent experience in lieu of degree.
5+ years of experience in managing a technical support call center, preferably in a tangible product environment.
Demonstrated success in leading a technical support team and enhancing service delivery.
Strong knowledge of call center technologies and telecommunications systems.
Expertise in analyzing call center KPIs and utilizing data to inform decision-making.
Ability to work autonomously and make decisions under pressure in a fast-paced, dynamic environment.
Why Choose Permobil?
1. Make a Difference Every Day
Everything we do is aimed at understanding and improving the lives of our users through evidence-based innovation.
2. Be Part of Our Future
We work collaboratively across borders to innovate for individuals, and your personal impact could lead to global change.
3. Feel Welcome from Day One
We pride ourselves on being great colleagues who are collaborative, enjoyable, and at the forefront of innovation. Everyone at Permobil is committed to making a positive impact.
4. Enjoy a Lifestyle You Love
Our locations offer a balance of nature and accessibility to urban life. We want our employees to enjoy a fulfilling lifestyle both at work and beyond.
Who You Are
You are passionate, innovative, and driven.
You aspire to make a difference for others and find fulfillment in seeing the impact of your work on improving lives. You seek out opportunities and are willing to explore unconventional paths to achieve your goals. You are a pioneer, a revolutionary, and a game-changer—qualities we value at Permobil.
Information
Please apply through our career page. We will conduct selections continuously, so we encourage you to submit your application.
For more information about the position, please reach out to the appropriate contacts listed on our career page. For inquiries regarding the recruitment process, please contact our recruitment team.
Permobil is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We respectfully decline recruitment assistance or advertising calls.
More About Permobil
Founded by Dr. Per Udden, Permobil has believed for over 50 years that helping individuals achieve independence is a fundamental human right. As a global leader in advanced rehabilitation technology, we are committed to understanding our users' needs and enhancing their quality of life through state-of-the-art healthcare solutions, including power wheelchairs, seating and positioning products, power assist, and manual wheelchairs.
Permobil is part of Patricia Industries, a subsidiary of Investor AB, and operates in over 15 countries worldwide. For more information about our rich history and comprehensive product offerings, please visit our website.
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