Technical Support Manager

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Our client located in Boston, MA is looking for a Technical Support Manager to join their Customer Service Team on a full time basis.  This is a Direct Hire position with a growing company in the Scientific Instrumentation Industry.

Job Responsibilities of the Technical Support Manager:

  • Receive & document inbound technical troubleshooting calls and follow-up promptly
  • Liaison between Field Service, Manufacturing, and R&D groups
  • Recommend customer service improvement programs for existing and new products
  • Assist in development of Fault-Tree and respond to customer requests
  • Adhere to safety rules, manufacturing procedures, company policies and procedures, QSR and ISO regulations

Job Functions Technical Support Manager:

  • Supervise & manage staff of Customer Service Technicians
  • Primary interface with third party distributor of our product suite
  • Develop & maintain Service Manual & troubleshooting guide for new product line(s)
  • Train service reps on procedures and customer interaction
  • Track and provide reports on customer complaints and field failures
  • Provide recommendations on service tracking/reporting software packages
  • Manage troubleshooting guidelines on several product lines

Educational Background of the Technical Support Manager:

  • AS in Engineering or equivalent technical field degree
  • 5+ years of technical customer service, preferably complex medical devices or equivalent



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