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
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

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 based upon the job requirements listed above
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

Supervisor – Technical Support

Key skills