Director of Customer Support - Itamar

Location: Atlanta, GA

Itamar

Director of Customer Support - Itamar

Job Locations US-GA-Atlanta
Job ID
2022-1552
# of Openings
1
Posted Date
3 months ago(7/7/2022 5:02 PM)
Category
Customer Service/Support

Overview

We are looking for a high energy, focused and experienced Customer Support Director to take our Technical Customer Service team to a new level. The Customer Support Director will lead a department that provides excellent customer service. They will support our customers, sales reps, and clinicians with customer service questions and technical troubleshooting issues, ensuring efficiency and effectiveness, creating engaged customers while increasing customer satisfaction, loyalty and retention. We are looking for a high-energy, self-motivated professional who is ready to join our team.

 

This position is located in Atlanta GA.

Responsibilities

  • Build, lead and motivate the Customer Support Team to ensure the best customer service and technical service possible.
  • Responsible for recruiting and training new team members.
  • Develop processes, procedures, policies and standards.
  • Develop and monitor KPI’s to support efficiency and growth.
  • Ensures the team works according to procedure, responding to inquiries in a timely, professional manner which meets high-quality, productivity and performance standards.
  • Serves as a level of support to manage escalated complex issues.
  • Manages the technical team activities to handle return materials, upgrades, repairs and inspections.
  • Facilitates organic growth through initiating service/maintenance revenue plans and generating profitable revenue.
  • Develop a deep understanding of devices, products and services.
  • Understands products and can educate internal and external customers.
  • Retains customers through great customer and technical support.
  • Enhance support activities with bringing in new support features
  • Maintain QA system and processes for the US site

Qualifications

  • Advanced computer skills - Word, Excel, Outlook, Salesforce a must.
  • Experience with Microsoft Dynamics ERP is a plus.
  • Experience with telephone systems and call tracking technology a must.
  • Experience in handheld medical technology preferred.
  • Awareness of industry technology, trends and applications.
  • Experience with External/Internal audit procedures.
  • Experience with FDA Audit procedures.
  • Good technical aptitude.
  • Excellent verbal and written skills.
  • Highly organized person with exceptional attention to detail, ability to multi-task and work under pressure.
  • Strong analytical and reasoning skills.
  • Someone who is a quick learner with the ability to understand a wide range of issues and topics.
  • Able to effectively plan and delegate work.
  • Able to work independently but someone who is excited to be a part of a dynamic team.
  • Flexible to work late hours and weekends if needed. Willingness to travel (up to 5%).

Education and Experience Requirements:

  • Bachelor’s Degree Preferred
  • Five + Years proven experience as a Customer Service Manager.

Travel:

This position includes 5% travel outside of normal office area

 

Supervisory Reports:

This position will have direct reports.

 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

 

Itamar is an equal opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, domestic partner status, sexual orientation, genetic information, citizenship status or protected veteran status.