POSITION PURPOSEThe 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.
ESSENTIAL FUNCTIONS AND BASIC DUTIES - 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
- 60-70% travel is expected
PERFORMANCE MEASUREMENTS- Overall team case closure time
- Overall team fixed right first-time measure
- % Annual Services visits Completed by TSS team
- Team utilization measures
QUALIFICATIONSEDUCATION/CERTIFICATION- Bachelors degree or Technical Trade Certificate
REQUIRED KNOWLEDGE- Mechanical aptitude and repair best practices
- Proficiency in Microsoft Office Suite, Apple and Android OS
- Proficient in Salesforce.com, preferred
- Knowledge of hand tools
- Experience servicing or manufacturing with healthcare capital equipment or medical devices preferred
EXPERIENCE REQUIRED- 5+ years technical field service experience
- 3+ years of management experience
SKILLS/ABILITIES- 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
WORKING CONDITIONS- No hazardous or significantly unpleasant conditions.
SALARY RANGE:- $105,000 - $115,000 annually
BENEFITSPDI is pleased to offer comprehensive and affordable benefits for our associates, which includes:- Medical, behavioral & prescription drug coverage
- Health Savings Account (HSA)
- Dental
- Vision
- 401(k) savings plan with company match and profit sharing
- Basic and supplemental Life and AD&D insurance
- Flexible Spending Accounts (FSAs)
- Short & long-term disability
- Employee Assistance Program (EAP)
- Health Advocacy Program
PDI also offers many voluntary benefits such as: Legal services, critical illness, hospital indemnity, accident coverage, ID theft and fraud protection, pet insurance and employee discounts.
At PDI, we are also committed to helping our associates maintain a healthy and sustainable work/life balance and are proud to provide associates with paid time off programs including: sick & safe leave, vacation, company & floating holidays, paid parental leave, and depending on the position we also offer summer hours and flex place/flex time options.
