Technical Support Manager Position Available In [Unknown county], New Jersey

Technical Support Manager
New Jersey (Remote)
Permanent
Job Description
Technical Support Manager

• Full-time, permanent position

Pay Rate:

$100k to $120k + bonus + allowance

• 100% Remote – Must reside on the East Coast
  Are you seeking meaningful work and passionate about enhancing lives through your efforts?

If so, don’t miss this opportunity.
Our client specializes in innovative in-vitro diagnostics for hemostasis and thrombosis testing. For over 80 years, they have provided comprehensive diagnostic tools, improving patient care and outcomes globally.
They’re looking for someone with leadership ability to make an impact at their organization. It’s a great chance to take on new projects, new teams, and make your mark on a growing business. If you’ve got the right mix of skills and industry experience, this could be the perfect role for you.
Our client takes pride in their people. When you join their team, you’ll find a workplace that facilitates challenge, achievement, and growth.

Responsibilities:

• Manages the Technical Support Specialist Territory Group to provide technical support services to External Customers, as well as providing support to Sales pre- and post-sale. This can include but not limited to MVs, LCs, Troubleshooting, side by side evaluations, demos, lectures and support at meetings.
• Manages the Technical Support Territory Group to ensure that all members are well versed with the digital products. Ensures the team actively shares knowledge and works with Training to improve training of internal and external customers.
• Assigns TSS’s to the IPO’s and Lot Conversion and monitors their progress.
• Manages the day-to-day activities of the TSS to include: prioritizing, scheduling, special projects, etc. as needed by the territory.
• Responsible for staffing, training, monitoring and mentoring team of TSSs, ensuring continuous quality improvement.
• Ensures that the Technical Support Group is in full compliance with all department/company policies and procedures to meet the business and client needs, this includes but is not limited to review and rewriting of TSG work flow guidelines, SOPs, documents, training in house, etc.
• Reviews 25% of all TSS previously reviewed technical documentation submitted by the RSS (method validation, lot conversion, activity reports, statistics, etc.).
• Responds to customer inquiries, at customer site, if required, when difficult and complex situations arise or as needed.
• Completes, maintains, and processes pertinent paperwork and records in a timely manner. Works on projects as assigned.
• Responsible for working with Sales to implement meetings with IHN’s and serve as the project manager.
• Responsible for working with Sales to assign appropriate TSS to perform workflow studies, demos, side by side evaluations and support at product meetings like AACC.

Qualifications:

• B.S. in a related field from an accredited four-year college or university; MT(ASCP) Certification or MLT (ASCP)or equivalent. Minimum 3 years supervisory/management experience
• To perform this job successfully, an individual should have knowledge of Excel and Microsoft office suite.
• Current driver’s license is mandatory.
• Ability to read, analyze and interpret complex documents; respond effectively to technical inquiries and customer complaints. Ability to write and deliver effective and persuasive technical and non-technical presentations to senior management, sales and service staffs, and customer representatives.
• Ability to work with mathematical concepts such as fractions, percentages, bias, ratios and proportions to practical situations. Ability to clinical knowledge to data review and analysis.
• Ability to define problems, collect data, establish facts and draw valid conclusions.

Ability to interpret an extensive variety of technical instructions. Ability to principles of logical or scientific thinking to a wide range of intellectual and practical problems. Ability to deal with non verbal symbolism (formulas, scientific equations, graphs, etc.). Ability to deal with a variety of abstract and concrete variables.

• Required to travel up to 75%, including overnight stays, air travel, and international travel.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Looking for meaningful work? We can help
Raise is an established hiring firm with over 65 years of experience. We believe strongly in making the world a better place through work, which is why we’re a certified B Corporation and donate 10% of our profits to charity.
We strive to build teams that reflect the diversity of the communities we work in. We encourage all qualified applicants to , including people from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with visible/nonvisible disabilities.
We have a dedicated webpage for accommodations where you can learn more about what we offer, and request accommodation: https://raise.jobs/accommodations/
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