Technical Customer Support Supervisor Job at Myomo (Burlington)

Job Description

The TCS Supervisor supervises our customer support team including daily operations and performance (timecards, training, performance reviews) and overall area management. As a working supervisor, this individual also initiates and processes customer support cases, associated product returns (RMAs), and works with their manager to assure regulatory compliance with Myomo's Quality Management System (QMS). Working these support cases can involve troubleshooting, complaint investigation, data analysis, running update meetings, reports, and assisting the manager with compliance. In addition, the TCS Supervisor oversees data collection, integrity of data and cases, reporting, product performance monitoring, returns, and other Quality objectives. This role may be involved in appropriate system implementation, modifications, and implementing new policies or procedures to ensure quality and compliance as well as proactively developing improved processes.

Job Responsibility

Initiate, process, and close out support cases
Conduct complaint investigations with Engineering and/or management
Contribute to technical corrective actions
Facilitate tracking and expediting devices through the Service and Repair group as appropriate
Serve as a role model, leading associate staff in completing tasks
Managing incoming communications and answering support calls
Schedule and both lead support and troubleshooting for Myomo's products
Update worksheets, entering cases and RMA’s in the product lifecycle management/Quality management system software application
Conduct data analysis and generate reports, ensuring QMS compliance as appropriate
Provide technical support for sales and field personnel
Assist with developing documents of area procedures and instructions
Provide training and development to employees including performance management
Participate in the hiring process and disciplinary processes

Requirements

3 years' minimum supervisory experience of a group containing 3 or more direct reports
5+ years' work experience involving hands-on troubleshooting and customer support
Proficiency in Microsoft Office applications, especially Word, Excel, PowerPoint and web-based remote communication
Some exposure to Product Lifecycle Management (PLM) system
Ability to learn new skills and adapt to a small team in an evolving environment
Excellent written/verbal, interpersonal, and organizational skills
Comfortable in fast-paced environment with ability to prioritize work
Ability to meet deadlines with specified time constraints
Ability to work effectively both independently and as part of a team
Strong attention to detail along with the ability to follow verbal/written instructions
Experience with updating procedures and instructions
Associate's degree in Business or equivalent in a related field

Nice to have

5 years of experience as a supervisor, along with expertise in technical customer support
Medical device and regulated quality system exposure
Experience with using Arena-PLM system
Knowledge and use of database system programs
high-level proficiency working with Excel
Bachelor’s degree in Business or related field

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Technical Customer Support Supervisor

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