Job Details

**Description**

**RESPONSIBILITIES:**

* Hands on customer service and department planning through clinical trials

* As the department grows, responsibility for Support team management, including hiring, productivity, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training

* Mentor, lead, and grow a support team

* Ensure any escalated issues are resolved quickly with high customer satisfaction and engage with customers when needed

* Collaborate with Engineering, Product, and Clinical team to resolve customer issues rapidly

* Continue to speed up resolution times through accountability, enablement, launching tools, and building the right processes

* As the company grows, drive daily case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences

* Develop and implement processes and tools as the framework for the support organization

**QUALIFICATIONS:**

* Advanced Degree in scientific discipline (Cardiovascular training a bonus)

* A minimum of 3+ years of medical device customer care, 1+ years in a leadership role

* Outstanding team management, coaching, and mentoring skills

* Lead Support operations and measure success through customer support metrics and KPIs

* Demonstrated proficiency in required software (MS Word, Excel, Outlook, Project, PowerPoint) and computer skills.

* Excellent interpersonal skills, strong written and verbal communication/presentation skills necessary to meet the needs of various audiences

* Able to problem solve and use good judgment

* Exceptional communication and people management skills

* Local applicants only