Job Description
Requisition ID : 66571 Title : Supervisor - Technical Support Salary Range: Salary Minimum: 68,501.00 Salary Maximum: 126,500.00 Arthrex Inc. is hiring a Supervisor – Technical Support (Remote) to oversee the daily activities of the Technical Support Representatives while ensuring world class service delivery. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™ Essential Duties and Responsibilities: • Plan, organize, schedule and supervise the day-to-day Technical Assistance Center operations in assigned area of responsibility. This encompasses all troubleshooting, technical service issues, and product upgrades. • 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. Regularly review performance with TSR team. • 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. Education and Experience: • High School Diploma or equivalent required, Associates Degree preferred •
