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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading technical support teams, providing effective troubleshooting for remote care products, and ensuring high-quality customer service. Proficient in staff recruitment, training, and performance management within the biotech or medical devices industries.
Highest-signal resume keywords
Technical Support LeadershipCustomer Service ManagementBilingual Communication (English and Spanish)Staff Recruitment and DevelopmentQuality Improvement Practices
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical TroubleshootingRemote Care SupportPerformance CoachingIssue TrackingField Contact ReportingChange Control ManagementDocumentation StandardsCall Center OperationsCustomer Interaction MonitoringTraining Needs Assessment
Soft Skills
MentoringCareer CoachingEffective CommunicationTeam BuildingProblem Solving
Tools & Technologies
RCIT Service DeskSoftware Work RequestsField Contact Reports
Industry Keywords
BiotechBio-InstrumentsMedical DevicesInformation TechnologyTelecommunications
About the role
Key responsibilities & impact- Lead a group of technical support agents providing technical guidance and troubleshooting for Merlin.net remote care products
- Provide timely responses and closed-loop follow-up to clinicians, patients, and company representatives by phone and email
- Maintain staff and equipment to ensure appropriate technical capabilities
- Monitor interactions to ensure quality, efficiency, and effectiveness
- Hire and retain diverse, highly qualified staff
- Provide career coaching, growth, personal development, mentoring, evaluation, and performance coaching
- Manage subordinate performance and subcontractor work output
- Maintain a safe work environment and strong customer focus
- Foster employee understanding of quality and continuous quality improvement
- Identify, track, and characterize new issues
- Establish field messages for issues and handle escalated calls as needed
- Provide information to product development teams for troubleshooting
- Interface with internal departments through meetings and feedback, including change control, issue reviews, shipping, customer service, literature, marketing, and technical meetings
- Participate in a rotating 24-hour on-call schedule to assist agents with escalated customer calls
- Ensure complaints are documented through Field Contact Reports and forwarded to the Product Performance Group
- Submit technical issues, anomalies, and engineering improvements through RCIT Service Desk requests and Software Work Requests
- Contribute to standardized department protocols
- Ensure employees are trained and documentation meets division quality standards
- Identify team and individual training and education needs
- Oversee staff recruitment and development
Requirements
What you’ll need- High school degree or bachelor’s degree in Business Administration, Industrial Engineering, Computing, or related field, or equivalent by experience
- 3 years of supervisory experience with a team of non-exempt employees, preferably in a call center environment
- 6 years of progressively more responsible experience in customer service, product support, Information Technology (IT), telecommunications, or a related role
- Fully bilingual in English and Spanish
- Remote Care Technical Support experience or equivalent preferred
- Experience in the biotech, bio-instruments, or medical devices industries preferred
- Experience working in a broader enterprise/cross-division business unit model preferred
Benefits
Comp & perks- Career development with an international company
- Opportunities to grow and learn
- Support for care of yourself and family
- Diverse workplace and equal opportunity employment
- Company recognized as a great place to work in dozens of countries
- Company recognized among the best workplaces for diversity, working mothers, female executives, and scientists