Director, Customer Support

Top Medical Device Firm

Competitive Base
100% Paid Benefits

Job Details:

We are seeking a dynamic and experienced Permanent Director of Customer Support to join our team in the medical industry. The ideal candidate will be responsible for overseeing our customer support team, ensuring that our customers receive exceptional service and support. This role is crucial in maintaining customer satisfaction and loyalty, and in driving continuous improvement in our customer support operations.

Responsibilities:

• Lead and manage the customer support team to deliver top-notch service and support to our customers.
• Develop and implement customer support policies and procedures to ensure consistent service standards.
• Work closely with other departments, such as sales and product development, to ensure alignment and coordination of efforts.
• Monitor and analyze customer support performance metrics, and identify areas for improvement.
• Handle escalated customer issues and complaints, and resolve them in a timely and effective manner.
• Train and mentor customer support team members, fostering an environment of continuous learning and improvement.
• Stay up-to-date with the latest medical devices and technologies, and ensure that the customer support team is well-equipped to handle queries related to these.
• Collaborate with field service technicians to resolve technical issues and improve product performance.
• Represent the voice of the customer within the organization, providing feedback and insights to drive improvements in our products and services.

Qualifications:

• Bachelor's degree in a related field. Advanced degree preferred.
• Minimum of 5 years of experience in a customer support leadership role, preferably in the medical device industry.
• Proven experience as a field service technician is a plus.
• Exceptional leadership and team management skills.
• Strong customer service skills, with a passion for delivering exceptional service and support.
• Excellent problem-solving and conflict resolution skills.
• Solid understanding of customer support processes and best practices.
• Proficient in using customer support software and tools.
• Knowledge of medical devices and technologies, and the ability to quickly learn and understand new technologies.
• Excellent communication and interpersonal skills, with the ability to communicate effectively with customers and team members at all levels of the organization.
• Ability to work in a fast-paced and dynamic environment, and manage multiple priorities.
• Strong analytical skills, with the ability to analyze data and use it to drive decision making.
• Proven track record in driving improvements in customer support operations and performance.