Customer Support Manager

Responsibilities

• 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
• Build and maintain strong relationships with key clients and stakeholders
• Conduct regular service reviews and gather customer feedback
• 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 business objectives

Requirements

• 10+ years of experience in technical service/support roles, ideally in medical equipment
• 3+ years in a leadership or managerial role
• Strong knowledge of medical equipment maintenance protocols and regulatory requirements
• BSc/BA in business administration, management, engineering, or a similar field
• Excellent communication, organizational, and problem-solving skills
• Proficiency in Microsoft Office, service management tools, and project management software

Preferred Qualifications

• Experience with ISO 13485
• Experience with CRM/ERP systems
• Certifications such as ITIL or PMP