Director, Technical Support

Manufacturer of medical instrumentation is in need of a Director of Technical Support who will be based in the greater central MA area. MUST have experience leading a Customer Support / Client Support / Tech Support department that is providing support on a product (not SW related). They are looking for someone who has led these call-center-type departments.

Benefits

• Medical, Dental, Vision, STD, LTD, Life Insurance
• 401K
• PTO, paid holidays, vacation
• Tuition reimbursement
• Employee stock purchase plan
• Affordable Legal Assistance
• Work life balance
• Strong company culture
• Base salary $155K – 165K (Total compensation in the $200K range)
• Annual bonus target is 25% of salary

Responsibilities

• Develop key metrics & performance indicators to measure overall customer experience.
• Will have 6 direct reports.
• Position reports to VP Tech Support & Field Service
• Provide a foundation for continuous improvement.
• Evaluate and implement programs that increase customer satisfaction.
• Drive company’s customer support activities, policies, objectives, and initiatives.
• Manage, coach, and develop staff.
• Drive employee performance by establishing realistic objectives
• Prefer someone who resides in the central MA area, but might consider some relocation assistance.

Qualifications

• Bachelor’s Degree, with training & experience in Business Administration or Business Management is required.
• Experience in the medical device, diagnostics, or healthcare industry is REQUIRED. Medical imaging experience is a plus.
• 10+ years of related job experience which must include leadership experience within customer, technical or field support IN THE MEDICAL DEVICE INDUSTRY.
• Experience working in ERP systems with Oracle experience desired.
• May require travel up to 25%.
• Once again, please note, that they want experience leading a Customer Support / Client Support / Tech Support department that is providing support on a product (rather than help desk/desktop support). They are looking for someone who has led these call-center-type departments.