Senior Manager, Technical Support (Field/Technical support of products)

Mizuho OSI•Fremont, CA

About The Position

The Senior Manager, Technical Support oversees the efficiency and effectiveness of Mizuho OSI’s technical service department. This role implements strategies to enhance customer experience, streamline processes, and ensure that customer inquiries and issues are resolved promptly and accurately. The manager leads a team of technical service representatives, develops performance metrics, and utilizes data to identify trends and areas for improvement. By fostering a positive and productive work environment, the Senior Manager, Technical Support plays a crucial role in maintaining high levels of customer satisfaction and loyalty. Please note: this position focuses on technical service and support for physical products/equipment rather than information technology infrastructure.

Requirements

Bachelor’s degree in business administration, management, or a related field with at least seven (7) years of experience in customer service or operations management.
A minimum of three (3) years leadership experience, including managing both exempt and non-exempt staff, is required.
Proficiency with Salesforce.com and other CRM software.
Strong working knowledge in Microsoft Office 365, specifically in Word, PowerPoint, Excel, and Outlook.
Experience leveraging generative AI tools to improve customer service processes, automate responses, or analyze customer feedback
Proven track record of successfully managing and leading a technical service team.
Strong understanding of customer service metrics and KPIs.
Excellent problem-solving and conflict resolution skills.
Outstanding verbal and written communication skills.
Ability to adapt to changing work priorities, and ability to maintain good working relationships while dealing appropriately with sensitive and confidential matters and with a wide variety of personal contacts.
Extremely organized, detail oriented, and the ability to meet deadlines and deliver on commitments.
Ability to display positive teamwork across business functions and interdepartmentally. A high level of collaboration and communication is essential in the team environment.
Ability to execute to a defined budget and manage within the budget.
Excellent customer focus with a high sense of urgency.
Ability to establish and accomplish goals independently and to function as a positive and productive team member.
Strong analytical skills with the ability to make data-driven decisions.
Experience in developing and implementing customer service policies and procedures.
Ability to handle complex and escalated customer service issues effectively.
Experience in training and onboarding new employees and coaching existing staff.
Knowledge of industry trends and best practices.
Familiarity with legal and regulatory requirements related to customer service.
Experience coordinating with IT for system maintenance and upgrades.

Responsibilities

Monitor, evaluate, and improve technical service representatives’ performance.
Develop, implement, and uphold customer service policies, procedures, and standards.
Handle and resolve complex or escalated customer service issues.
Collaborate with cross‑functional departments to align technical service with business objectives.
Train and onboard new technical service representatives.
Analyze customer feedback and service metrics to drive data‑informed decisions.
Prepare and present customer service performance reports to senior management.
Design and execute strategies to enhance customer satisfaction and loyalty.
Manage the technical service budget and allocate resources effectively.
Stay current with industry trends and best practices to drive continuous improvement.
Facilitate regular team meetings to promote communication and issue resolution.
Utilize Salesforce.com and generative AI tools to track, manage, and enhance customer interactions.
Develop, implement, and oversee technical service training programs.
Ensure compliance with applicable legal, regulatory, FDA, GMP, and ISO 9001 requirements.
Partner with IT to maintain, optimize, and upgrade technical service systems.
Schedule shifts and manage staffing levels to meet service demand and performance targets.
Conduct performance reviews and provide coaching and development guidance to team members.
Address and resolve team dynamics, performance concerns, and personnel issues.
Coordinate the intake, recording, dispatching, and processing of field service requests to ensure timely and accurate customer support.
Implement and oversee compliant complaint and service data management in accordance with FDA, GMP, and ISO 9001 requirements.
Collaborate cross‑functionally to investigate customer complaints and authorize corrective actions involving time, labor, or commercial adjustments as appropriate.
Evaluate and prepare Technical Support operations for new product introductions, including training, staffing, tooling, and infrastructure readiness.
Anticipate and mitigate internal and external risks impacting after‑sale service effectiveness and customer satisfaction.
Understand Mizuho OSI’s business objectives and the relationship between the Department and those objectives; to support and follow the Corporate Vision, Mission & Values Statements, to maintain the services and quality levels set by Mizuho OSI, and to continually enable Mizuho OSI to be a great place to work.
Understand, follow and support Mizuho OSI’s internal Quality System policies, procedures and work instructions including but not limited to applicable external regulations (21 Code of Federal Regulations Part 820 Quality System Regulations and applicable International Standards).