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The Customer Support Manager will lead a technical support team responsible for installation, planned preventative maintenance, corrective maintenance, and technical support of medical equipment, as well as the management of service contracts and spare parts sales. This role ensures high quality of service, customer satisfaction, and compliance with regulatory standards while managing a team of field service engineers and support staff.
- Lead, mentor, and manage a team of field service engineers and support staff.
- Oversee installation, planned preventative maintenance, corrective maintenance, and technical support of medical equipment.
- Develop and implement strategies for service contracts and spare parts sales to ensure business growth and customer satisfaction.
- Build and maintain strong relationships with key clients and stakeholders.
- Conduct regular service reviews and gather customer feedback for continuous improvement.
- Analyze service data to identify trends and areas for improvement.
- Implement process improvements to enhance efficiency and service quality.
- Ensure compliance with manufacturer guidelines, health regulations, and internal quality standards.
- Support audits, certification processes, and quality assurance activities.
- Collaborate cross-functionally to align customer support with broader business objectives.
- Any other appropriate duties as assigned.
- BSc/BA in business administration, management, engineering, or a similar field preferred.
- 10+ years of experience in technical service/support roles, ideally in the medical equipment industry.
- 3+ years in a leadership or managerial role.
- Strong knowledge of medical equipment maintenance protocols and regulatory requirements.
- Excellent communication, organizational, and problem-solving skills.
- Ability to thrive in a dynamic, fast-paced environment and manage diverse teams.
- Proficiency in Microsoft Office, service management tools, and project management software.
- Preferred: Experience with ISO 13485, CRM/ERP systems, and certifications such as ITIL or PMP.
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