Position Overview:

This position will manage a team of Technical Support Engineers, who serve as the primary point of contact for new and existing Outset customers, including clinical users, hospital-based users, and home users and caregivers. You will be responsible for ensuring that these various groups feel valued by Outset and working with them to solve any challenges they may encounter using Outset Medical products. You will be working closely with our Field Service Engineering team to triage any issues that may arise and quarterback the resolution of those issues.

The Technical Support Manager will own the staffing of the Technical Support & Customer Experience Center, as well as the development of training, metrics of success, and tracking to these metrics. This will include developing/managing appropriate staffing levls, managing/budgeting headcount for future planning periods, and partnering with our training team to identify and build training curriculum for both new hires and ongoing training for the existing team. Outset has a goal of resolving as many technical calls remotely as possible, and you will be tasked with driving the group to meet current targets and establish stretch and growth goals year over year.  

This role is a player/coach in that you'll be an active participant and Subject Matter Expert alongside your team in working directly with our customers, both internal and external. You will be working closely with Field Support, Field Service Engineering, Clinical Field Specialists, Sales, Engineering, Finance and Logistics. Most of your time will be spent interacting with Outset customers and ensuring that they have an optimum experience with Outset and its products. Your team will be the main point of contact for customer issues post-sales and will be the first line problem solver for any issues that customers may encounter tasked with delivering solutions to our customers.

 

Essential Job Functions and Responsibilities:

Must be OBSESSED with the customer and making sure they feel valued! Manage a team of specialists dedicated to problem solving issues for Outset customers and our internal teams Partner cross functionally to ensure that your team has the tools necessary to be successful and is fully aligned with the balance of the Outset organization Handle incoming customer calls, emails and chat sessions in a clear, professional manner Problem solve for customers and Field Service Engineering Manage the handoff of any customer issues that cannot be solved remotely to Field Service Engineering and track the resolution of these issues to completion Maintain strong interpersonal presentation and troubleshooting skills while evoking passion and confidence with your audience Work with the Outset Logistics team to provide shipping information for customers Provide ongoing training and solutions to customers in home, hospital and clinical settings Work closely with Engineering teams to understand future roadmap development items and their impact to customers Optimize our customer's user experience

 

Required Qualifications:   

Bachelor's Degree strongly preferred 4+ years of customer service experience and/or 2+ years of call center experience Experience managing/growing teams Strong verbal and written communication skills Excellent problem-solving skills

Mission Critical Competencies:

Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect. Intellectual Horsepower - Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile. Composure - Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis. Functional/Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. Self-Knowledge - Knows personal strengths, weaknesses, opportunities, and limits; seeks feedback; gains insights from mistakes; is open to criticism; isn’t defensive; is receptive to talking about shortcomings; looks forward to balanced (+’s and –‘s) performance reviews and career discussions. Drive for Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results. Directing Others - Is good at establishing clear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator.

 Desired Qualifications:

Friendly, energetic and personable attitude Ability to be flexible and adapt to changing business needs Medical device experience is a plus Multilingual highly advantageous