Technical Support Manager

2 weeks ago

Montréal, Canada THORASYS Thoracic Medical Systems Inc. Full time

**1. Responsibilities**:
1.1 As a Technical Support Manager, you are responsible for managing the technical relationship with key global partners, ensuring seamless support operations for Thorasys products while driving customer success and business growth.
1.2 The Technical Support Manager is also responsible for ensuring that training and support material is ready ahead of any new product launch, and maintain/evolve the self-help platform myThorasys to meet and exceed customer expectations.
**1.3 Key responsibilities include**:
a. Work closely with partner organizations to ensure that their technical staff is competent to provide end-users with the technical support needed to ensure functionality of Thorasys devices;
b. Monitor and prioritize complaints and repairs through Thorasys and Third Parties operations, ensuring timely resolution while providing feedback to global key accounts;
c. Consolidate metrics on resolution of support cases and repairs, and recommending management any actions needed to improve service delivered to our partner organizations and end-users;
d. Serve as a voice of the customer within the organization, providing valuable feedback, feature requests and improvement ideas to the product development team;
1.4 Specific responsibilities include
a. Administer and enhance myThorasys, the online platform for customer experience, to improve user satisfaction and service delivery;
b. Participate in the documentation of complaints (parts 1 and 2), and perform regular coordination meetings with QA and production on the status of complaints and repairs
c. On request from the commercial team and as time allows, provide training on basic technical support to national distributors;
d. Assist the team in handling high-level escalations, such as product recalls or service outages, ensuring effective communication and swift resolution;
e. Work and communicate efficiently with all cross-functional departments such as Sales & Marketing, R&D, Production and Quality to ensure technical support aligns with business priorities and customer satisfaction;
f. Conduct regular check-ins with global partners to monitor internal processes, ensuring efficiency and success in service delivery;
g. Track and investigate overall support cases and complaint trends with applicable quality standards (ISO 13485, etc.), ensuring efficient and deep resolution;
1.5 As for all THORASYS employees, your position may include a limited amount of administrative duties.
**2. Education required**:
2.1 Engineering or applied science technical degree required
**3. Competence required**:
3.1 Strong technical and scientific writing skills
3.2 Strong written and verbal communication
3.3 Bilingual (French and English are essential), other languages are an asset
3.4 Autonomy and self-starter required
3.5 Customer service strategy skills
3.6 Thoroughness in documentation
3.7 Organized, thorough and with an eye for fine detail
3.8 Excellent communication and teamwork skills
3.9 Must be able to travel up to 10% of the time
**4. Experience required**:
4.1 5-8 years business experience in customer support or training
4.2 Medical device experience is an asset
4.3 Team leadership experience is an asset
**5. Report**:
Unless designated otherwise by the CEO office, you report to the Vice-President Operations

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