Candela Medical Looking for Technical Support Manager (North America) at Remote Full Time

Sr. Manager, Technical Support (Call Center) North America – Job Description

Company and Functional Overview:

Candela is a global company that develops and manufactures aesthetic products, services with three primary global business units focused on hair removal and pigment clearance, vascular, and skin resurfacing products that are sold primarily to plastic surgeons, dermatologists, and medical spas. Candela’s focus is on their customers’ success by building on the strength of Candela’s brands, the technology behind its products, and the company’s high-quality engineering and product development organization.

Position Overview:

Responsible for North America Technical Support function. Technical Support is responsible for diagnosing inbound technical issues via phone and email, creating work order, determining what parts are required to fix technical issues, and ensuring highest customer satisfaction for the North America region. Technical Support team includes the product experts of the region tasked with furthering their expertise and supporting the field team.

In addition to daily responsibilities, the Technical Support Manager will be expected to (1) look critically at tools and processes within Tech Support and identify strategies to maximize first-time fix while minimizing response time and cost, (2) develop standard operating procedures and scripting to ensure consistent call quality and identify strategies to improve customer satisfaction and (3) establish metrics to monitor process efficacy.

Day-to-Day Responsibility:

• Responsible to ensure the highest level of technical & customer support is provided to our internal & external customers on a daily basis
• Manages the after-hours phone support process. Ensures compliance of all participants
• Maintain call center scripts and SOP’s – ensuring team is adhering to processes
• Manage and schedule workforce to minimize customer abandon rate and maximize productivity
• Ensure Tech Support workforce is cross-trained on Candela devices through shadowing in-field and supporting field jobs
• Develop, maintain, and improve call center management software and tools to minimize response time and maximize productivity
• Drive knowledge management tools to support first-time fix improvement
• Determine and drive call center and ServiceMax processes to improve first-time fix and response time for the region

Qualifications:

• 10+ years experience within Technical Support, call center or commercial management role
• 5+ years experience leading a customer-facing team
• Proven experience identifying and leading financial and operational improvements within Service businesses
• Proven experience in performance / talent management, a must
• Leading teams within healthcare or medical devices, a plus
• Experience with Microsoft Excel and with a CRM tool required, Salesforce and ServiceMax a plus

This job description is not all inclusive and is intended to capture most of the job functions. Special projects and other tasks may be required by management.

Candela Corporation is proud to be an Equal Employment Opportunity and Affirmative Action Employer and is committed to creating a diverse and inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Job Type: Full-time

Pay: $100,000.00 – $130,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift

Work Location: Remote