Customer Support Supervisor

Company: Broadreachsp
Location: Chicago
Posted on: October 10, 2024

Job Description:

Location: Chicago, IL, United StatesJob Number: 4812About Our ClientOur client is a growing cancer diagnostics organization that has pioneered anatomic pathology solutions for over a century. With around 3,000 employees and $750m in annual revenues, they continue to grow globally and push the envelope with new technology in AI and digital pathology. They have best-in-class technology and the most comprehensive portfolio that spans the entire workflow from biopsy to diagnosis.About the OpportunityThe person in this position will manage a team of 9 Customer Support Associates that receive inbound calls from customers regarding technical support on the company's clinical diagnostics instruments.

• Coach the team, manage their performance, build culture, and reshape the team as needed.
• Work cross-functionally with customer training, dispatch, informatics, field service engineering, and the repair shop among other internal groups.
• Work on process improvement initiatives to streamline the customer support function.
• Conduct regular customer meetings to discuss ongoing support issues and future enhancement workflow for increased optimization.
• Drive service level requirements, KPIs, and metrics for the team.About the Job Requirements
• Three (3) years of supervisory experience as a Customer Support Supervisor in the medical diagnostics space.
• Strong ability to coach, lead, and mentor a team (beyond just training).
• Ability to quickly adapt to change and lead the team through change.
• Experience working with CRM and ERP systems.
• Experience handling customer escalations.
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Keywords: Broadreachsp, Evanston , Customer Support Supervisor, Other , Chicago, Illinois