Call Center Manager - Technical Services

Merits Health Products is driven to improve lives by making high-quality power mobility equipment. Merits is synonymous with innovative engineering, constant product development, adaptability, and caring customer support.

We are currently seeking a Technical Services Call Center Manager to fill a leadership role within our growing organization. The primary focus of this position is oversight and management of the Technical / Service Call Center Operations. This is a customer centered position that champions our company's desire to ensure quality customer care and customer satisfaction. The manager will set direction and establish policy/procedures and training content for the technical service call center operations team while fostering positive engagement, ensuring quality, advocating customer needs, and driving brand loyalty and growth through customer-centric activities that support exceptional customer care.

This is a full-time, exempt position based out of our Fort Myers, FL, Corporate HQ. Salary will be based upon knowledge, skills, education, experience, and abilities.

Come join our team of dynamic professionals and help us continue to enable independence and life enhancing quality solutions that support people living their life to the fullest! We offer a competitive salary with a full benefits package including health, dental, and vision insurance, supplemental plan options, 401K + company match. Growth / career advancement opportunities are also on the table, with generous PTO, paid Holidays, and regular Employee Recognition Luncheons.

Qualified candidates should apply with salary requirements.

ESSENTIAL JOB DUTIES & RESPONSIBILITIES:

• Develop, manage, analyze/review and approve processes and procedures to ensure quality with technical and service activities and initiatives that champion essential customer-centric services.
• Plan, update, and provide new hire and upskill training on an ongoing basis to ensure consistently of the team performing above standards.
• Ensures technical service team have access to the tools needed to troubleshoot and resolve customer questions or issues.
• Analyze data, processes, procedures, and/or systems used by the technical service team and identify and recommend paths to improvement.
  
• Collaborate cross-functionally to achieve objectives and to support continuous improvement.
  
• Collaborate cross functionally during new product roll outs and all activities associated such as, but not limited to, the funneling of product introductions, trainings, order processes, etc.
• Identify and implement effective solutions that will continuously enhance the services to ensure maximum customer experience on all levels.
• Oversee and make recommendations to grow the technical service team to cultivate a professional and collaborative team environment that rewards top performers, promotes continuous improvement, and attracts talent and retention.
  
• Interview, hire, train, mentor, monitor, evaluate, and/or provide technical support and guidance to team members as per company policies and procedures, in a timely manner with applicable documentation.
• Stay abreast with product and industry trends.
• Follow company safety and compliance policies and participate in safety training as required.
• Other duties as assigned.

COMPETENCIES & QUALIFICATIONS:

• Technical Call Center Team Management experience is necessary to foster a dynamic customer-centered department.
• Must have analytical skills and be able to apply Quality concepts to customer service and products and processes.
• Exceptionally strong technical, analytical and problem-solving skills are necessary.
• Recent experience and skills are needed with ERP system and / or CRM systems (such as Epicor, NetSuite, or similar).
• Proficiency with MS Office applications is necessary (Outlook, Teams, Word, Excel, SharePoint).
• Excellent leadership and decision-making skills and must be able to collaborate with professional and friendly mannerisms.
  
• Must have the ability to comprehend customer and team member behaviors and can professionally and respectfully address challenges when they arise.
• Ability to successfully meet deadlines and prioritize workload for self and teams.
  
• Solid organizational and excellent time management skills are needed.
  
• Must speak, read, and write English and have excellent verbal and written communication skills.
• Must be legally authorized to work in the United States.
• Must have a valid US Driver's License and maintain throughout employment.

Educational Requirements: A bachelor's degree in Communications (or other relevant discipline) is required with ten (10) recent years of related management experience in Technical Service Call Center or Quality Leadership Divisions with a focus on customer satisfaction; or an equivalent combination of education, vocational training, skills, and related industry experience.

Bonus KSA's: Having technical, mechanical, and/or electrical skills and abilities.

Bonus Professional Certifications / Training: Lean, Six Sigma, or TPS; cGMP/cGDP and/or HACCP.

Bonus Experience: FDA / GMP audit experience.

Please feel free to visit our website or our LinkedIn page to learn more about our products, our mission, and our team https://www.meritsusa.com & https://www.linkedin.com/company/merits-health-products-inc./

Please note this job advertisement is not meant to be all inclusive of essential duties and responsibilities. Requirements, qualifications, competencies, tasks, essential responsibilities & duties, physical demands, and work environments which may or may not be reflected in this advertisement, are not exhaustive and may change as determined by the needs of the organization.

We are an Equal Opportunity Employer, which mean that all applicants will receive consideration for employment without regard to race, color, aga, national origin, religion, sexual orientation, sex (including pregnancy, childbirth, or related medical conditions), gender identity or gender expression, military or veteran status, physical or mental disability, genetic information or any other status protected under application federal, state, and/or local law(s). All employment offers are contingent upon successful completion of a Form I-9, and successful completion of our pre-employment background/criminal checks, and successful completion of a drug screening.