Technical Support Analyst
Trimble Inc.
Technical Support Supervisor
Artex Risk Solutions
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $68,501 - $126,500 per year
Job Level
Mid-LevelSenior
About the role
- Plan, organize, schedule and supervise the day-to-day Technical Assistance Center operations in assigned area of responsibility.
- Lead, manage, develop, train and review performance of staff.
- Provide timely reporting to Arthrex Leadership regarding the overall performance of the Technical Support Representative Team.
- Establish appropriate individual goals per the Key Performance Indicators of the Global Service & Repair organization.
- Measure and maintain customer satisfaction.
- Ensure all team member issues and concerns are addressed in a timely manner, encourage involvement from all team members and foster a positive team environment.
- Manage and schedule training and development for team.
- Develop and maintain department policies, procedures, and processes.
- Collaborate with other Arthrex departments such as Sales, Product Surveillance, and Product Management to ensure escalated customer requests are resolved to the customer’s satisfaction.
- Identify and implement process improvements that enhance customer experience and /or meet future business needs.
- Deliver annual Performance Reviews and maintain records of their team.
- Work in partnership with Technical Support manager in hiring decisions.
- Required to work flexible hours as needed to support customer needs.
Requirements
- High School Diploma or equivalent required, Associates Degree preferred
- 5 years of customer-facing responsibilities in Technical Service required
- Prior Supervisory Experience required
- Technical knowledge of products sold by the company and understanding of their clinical use
- Basic knowledge of medical terms relating to the products handled
- Basic knowledge of marketing concepts and practices
- Ability to comprehend and apply language skills to the degree required to perform the job
- Ability to verbally communicate ideas and issues effectively to other team members and management
- Ability to write and record data and information as required by procedures.
Benefits
- Medical, Dental and Vision Insurance
- Company-Provided Life Insurance
- Voluntary Life Insurance
- Flexible Spending Account (FSA)
- Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness)
- Matching 401(k) Retirement Plan
- Annual Bonus
- Wellness Incentive Program
- Gym Reimbursement Program
- Tuition Reimbursement Program
- Trip of a Lifetime
- Paid Parental Leave
- Paid Time Off
- Volunteer PTO
- Employee Assistance Provider (EAP)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Technical Assistance Center operationscustomer satisfaction measurementperformance managementprocess improvementtraining and developmentpolicy developmentreportingsupervisory experiencetechnical knowledge of medical productsmarketing concepts
Soft skills
leadershipteam managementcommunicationproblem-solvingcollaborationorganizational skillscustomer serviceflexibilitytrainingperformance review
Certifications
High School DiplomaAssociates Degree
