Senior Manager, Technical Support - Tru-D

PDI•Memphis, TN

41d•Onsite

About The Position

Driven by a commitment to research, quality, and service, PDI provides innovative products, educational resources, training, and support to prevent infection transmission and promote health and wellness. Encompassing three areas, our Healthcare, Sani Professional and Contract manufacturing divisions, we develop, manufacture, and distribute leading edge products for North America and the world. We have several locations across the US and are looking for new Associates to join our team! The Senior Manager, Technical Support will oversee the Tru-D Support Specialist (“TSS”) team and Technical Support Managers, who are responsible for servicing and providing training for customers’ equipment in the field and in the Memphis-based warehouse. The Senior Manager, Technical Support acts as the liaison between the Tru-D Sales Team, TSS team, Operations, R&D and our customers. A core priority will be equipping the TSS team with adequate tools and training so that they are able to manage customer device uptime and maintenance as quickly and effectively as possible to maintain our quality and business objectives. This role is a member of the Tru-D leadership team which is responsible for working cross-functionally to set strategies, improve processes, and increase collaboration across the organization.

Requirements

Bachelors degree or Technical Trade Certificate
Mechanical aptitude and repair best practices
Proficiency in Microsoft Office Suite, Apple and Android OS
5+ years technical field service experience
3+ years of management experience
Ability to manage a remote team using available tools and systems
Reliable for efficiency, accuracy, and attention to detail
Ability to learn quickly and multitask
Must have time management, organization, and communication skills
Must be able to motivate and engage remote team

Nice To Haves

Proficient in Salesforce.com, preferred
Knowledge of hand tools
Experience servicing or manufacturing with healthcare capital equipment or medical devices preferred

Responsibilities

Set strategic objectives for technical support organization including both field based and Memphis-based support.
Hire, onboard, and coach technical support team.
Establish warehouse repair program with adequate processes, tools and resources
Model exceptional service to customers and serve as point of escalation
Balance and optimize team workload through use of efficient tools and territory planning
Keep records and service dates up to date, driving accountability within the TSS team
Drive initiatives to maximize customer uptime
Travel with TSS team to provide training, coaching and assist with case coverage
Master Tru-D product functionality and assist with training and implementations as needed
Enter and investigate customer complaints and relay any concerns to Quality
Provide quotes and accurate records for invoicing of out-of-service customers
Work closely with Contracts team to drive Service Agreement sales and expired parts sales
Manage service campaigns and dispatch functionality in Salesforce.com
Lead regular team meetings to ensure alignment, knowledge-sharing and team engagement
Drive efficiencies by embracing new technologies to better manage and support our customers
Provide feedback to R&D on product enhancements and service requirements
Support the development of ISO 13485-compliant work instructions, SOPs and Forms for Technical Support processes
Manage team expenses to align with budget