This position is intended to supervise the Technical Assistance Center's (TAC) daily business activities in order to provide the highest level of service to our customers. The Manager, Customer Support will oversee and guide the work of the TAC personnel, maintain quality and timeliness of work, and evaluate performance.
Requirements
- Schedules all work assigned to the department and assigns TAC personnel to the appropriate shifts
- Oversees and guides the work of the TAC personnel
- Maintains the quality and timeliness of work performed by the TAC
- Coaches and mentors department personnel
- Assists in the hiring process
- Evaluates performance of TAC personnel
- Assists with developing, collecting, tracking, and analyzing individual and department performance metrics
- Evaluates and improves TAC processes and tools
- Trains TAC personnel on the proper use of the call logging systems and databases
- Tracks and reports TAC activities
- Monitors random telephone calls to determine adherence to established goals and objectives
- Develops detailed knowledge of the Company's quality management systems, policies and procedures and FDA compliance requirements
- Maintains technical product knowledge and stays current with product trends, features and enhancements
- Records TAC hours worked in the timekeeping and payroll systems in accordance with applicable guidelines
- Plans, conducts, and attends meetings related to TAC business activities
- Maintains a travel schedule that is consistent with the requirements of the position
- Complies with all applicable U.S. Food and Drug Administration (U.S. FDA) medical device regulatory requirements
Benefits
- Medical, Dental, Vision
- Life Insurance
- 401k
- Paid Time Off
