Technical Customer Support & RMA Manager
Core
Lead daily operations of Technical Support and RMA/Repair services departments, ensuring timely and accurate technical service while building scalable processes and team structures.
Role type
Manager of Technical Support and RMA operations
Builds
Scalable processes for technical support and repair services (intake, triage, escalation, documentation, automation)
Domain
Industrial and medical computer hardware solutions
Deliverable
client delivery
Required skills
Technical support operations management, RMA/repair services management, team performance management, KPI development and monitoring, process improvement, cross-functional partnership, hardware product expertise
Preferred skills
Export regulation knowledge, ISO 9001/13485 experience
Technologies
None explicitly stated
Responsibilities
Lead daily operations of Technical Support and RMA/Repair services departments, Manage team performance, staffing, training, coaching, and employee development, Build and maintain scalable processes for Technical Support and RMA, Establish and monitor KPIs including response times and repair turnaround times, Oversee customer escalations and ensure timely resolution of technical issues, Analyze service trends and customer feedback to identify improvement opportunities, Manage repair department performance including service costs and profitability
Seniority
Manager, hands-on leadership
