Senior Manager, Technical Support (Field/Technical support of products)

About Company

Mizuho OSI is the leader in the markets for specialty surgery and patient positioning. The company’s portfolio includes specialty surgical tables for procedure-specific approaches that improve patient outcomes in spine and orthopedic surgeries along with disposable and reusable surgical patient care products.

Job Summary

The Senior Manager, Technical Support oversees the efficiency and effectiveness of Mizuho OSI’s technical service department. This role implements strategies to enhance customer experience, streamline processes, and ensure that customer inquiries and issues are resolved promptly and accurately. The manager leads a team of technical service representatives, develops performance metrics, and utilizes data to identify trends and areas for improvement. By fostering a positive and productive work environment, the Senior Manager, Technical Support plays a crucial role in maintaining high levels of customer satisfaction and loyalty.

Please note: this position focuses on technical service and support for physical products/equipment rather than information technology infrastructure. 

Responsibilities:

• Monitor, evaluate, and improve technical service representatives’ performance.
• Develop, implement, and uphold customer service policies, procedures, and standards.
• Handle and resolve complex or escalated customer service issues.
• Collaborate with cross‑functional departments to align technical service with business objectives.
• Train and onboard new technical service representatives.
• Analyze customer feedback and service metrics to drive data‑informed decisions.
• Prepare and present customer service performance reports to senior management.
• Design and execute strategies to enhance customer satisfaction and loyalty.
• Manage the technical service budget and allocate resources effectively.
• Stay current with industry trends and best practices to drive continuous improvement.
• Facilitate regular team meetings to promote communication and issue resolution.
• Utilize Salesforce.com and generative AI tools to track, manage, and enhance customer interactions.
• Develop, implement, and oversee technical service training programs.
• Ensure compliance with applicable legal, regulatory, FDA, GMP, and ISO 9001 requirements.
• Partner with IT to maintain, optimize, and upgrade technical service systems.
• Schedule shifts and manage staffing levels to meet service demand and performance targets.
• Conduct performance reviews and provide coaching and development guidance to team members.
• Address and resolve team dynamics, performance concerns, and personnel issues.
• Coordinate the intake, recording, dispatching, and processing of field service requests to ensure timely and accurate customer support.
• Implement and oversee compliant complaint and service data management in accordance with FDA, GMP, and ISO 9001 requirements.
• Collaborate cross‑functionally to investigate customer complaints and authorize corrective actions involving time, labor, or commercial adjustments as appropriate.
• Evaluate and prepare Technical Support operations for new product introductions, including training, staffing, tooling, and infrastructure readiness.
• Anticipate and mitigate internal and external risks impacting after‑sale service effectiveness and customer satisfaction.
• Understand Mizuho OSI’s business objectives and the relationship between the Department and those objectives; to support and follow the Corporate Vision, Mission & Values Statements, to maintain the services and quality levels set by Mizuho OSI, and to continually enable Mizuho OSI to be a great place to work.
• Understand, follow and support Mizuho OSI’s internal Quality System policies, procedures and work instructions including but not limited to applicable external regulations (21 Code of Federal Regulations Part 820 Quality System Regulations and applicable International Standards).

Qualifications & Requirements:

• Bachelor’s degree in business administration, management, or a related field with at least seven (7) years of experience in customer service or operations management.