Technical Support Operations Manager

Polymedco is a leading diagnostics company helping save lives by enabling early detection of life-threatening diseases. We help build best-in-class screening and early detection programs that can help identify life-threatening diseases earlier, in partnership with Health care systems, payors, providers, and reference labs. Our organization has been built around a portfolio of products with exceptional performance, robust clinical evidence, and user-friendly design. Today, we offer world-leading products and customizable solutions that maximize the impact and value of our products.

The Technical Support Operations Manager will lead and oversee the technical support team within our headquarters, ensuring seamless and efficient resolution of customer and internal technical issues. This role is pivotal in driving operational excellence by developing and implementing support strategies that enhance customer satisfaction and optimize team performance. The manager will collaborate cross-functionally with sales, logistics, and IT departments to align support operations with overall business objectives. They will be responsible for monitoring key performance indicators, managing escalations, and continuously improving support processes through data-driven insights. Ultimately, this position ensures that technical support services contribute to the company’s reputation for reliability and responsiveness in a fast-paced environment.

Responsibilities:

• Lead, mentor, and manage the laboratory and technical field service support team to deliver high-quality service and timely resolution of technical issues.
• Develop and implement operational procedures and best practices to improve support efficiency and customer satisfaction.
• Collaborate across departments to resolve address customer issues and improve products/services.
• Manage escalations and ensure effective communication with customers and internal stakeholders throughout the resolution process.
• Plan and execute training programs to enhance team skills and knowledge of products and technologies.
• Prepare regular reports on support operations performance and present findings to senior management.
• Drive continuous improvement initiatives to streamline workflows and reduce response and resolution times.
• Demonstrate knowledge of Laboratory Regulatory Agencies and policies, applicable FDA regulations, ISO 13485:2016 standards and MEDSAP regulation.
• Work on new test systems and make recommendations regarding technical procedures. Perform evaluation of new equipment and assays. Develop and write Standard Operating Procedures.
• Participate in the training of sales representatives and new employees. Develop training material and serve as a resource in instrument operation, test methodology and laboratory practice.
• Communicate and coordinate regularly with Marketing/Product management and QA/Regulatory departments on complaints, validations and support of new products. 
• Participate on cross-functional teams – examples are, but not limited to, design control, marketing implementation, labeling content development, product feasibilities and technical reviews. 
• Ensure compliance with internal policies listed in Employee Handbook, internal department processes and all SOP’s.

Minimum Qualifications:

• Bachelor’s degree in healthcare administration, public health, or a related field.
• Minimum of 7 years of experience in technical support or customer service operations, with at least 5 years in a supervisory or management role.
• Experience with Diagnostic equipment, Immunoassays, ESR and point of care preferred.
• Strong understanding of technical support processes and tools, including ticketing systems and CRM software.
• Proven ability to manage teams and drive performance in a fast-paced environment.
• Excellent communication and interpersonal skills to effectively interact with customers and cross-functional teams.
• Ability to travel 25% 

Skills:

The Technical Support Operations Manager will utilize strong leadership and organizational skills daily to coordinate team activities and ensure alignment with business goals. Analytical skills are essential for interpreting support metrics and identifying opportunities for operational improvements. Effective communication skills enable the manager to liaise between technical teams, customers, and other departments, ensuring clarity and timely information flow. Problem-solving abilities are critical when addressing escalated technical issues and implementing solutions that prevent recurrence. Additionally, proficiency with support tools and software facilitates efficient management of workflows and reporting, driving continuous enhancement of the support function.

Salary : $50,000 - $85,000