Technical Support & Returns Manager

As the Technical Support & Returns Manager- US Repair Center, you will lead the returns processing and technical support operations to ensure efficient performance, achievement ofservice and productivty targets, and continuous improvement through Lean practices. This role fosters a team-oriented environment, ensures compliance with Quaity System Regulations, ISO standards, and company policies, and promotes a strong culture of safety and operational excellence. Success in this position requires effective, persuasive communication across multiple functional levels.

Key Responsibilites:

• Lead daily technical support and returns processing operations by effectively leveraging resources, processes, and systems to meet customer requirements, schedule adherence, and cost objectives
• Provide strong leadership to direct reports by monitoring work progress, ensuring quality and productivity standards are met, and proactively addressing employee concerns whether formally or informally raised.
• Oversee communication channels within the technical support function, ensuring effective coordination with channel partners, sales representatives, and end users.
• Drive employee development through performance management activities including evaluations, compensation recommendations, recognition programs, coaching, counseling, Individual Development Plans (IDPs), and corrective actions as needed.
• Evaluate, design, implement, and continuously improve processes and procedures within technical support and returns functions, incorporating Lean principles to drive efficiency, cost savings, and effectiveness.
• Collaborate cross-functionally with logistics, engineering, purchasing, and operations to optimize processes supporting technical support and returns.
• Define and manage reporting requirements, service level metrics, and communication strategies to ensure alignment with internal and external customer expectations.
• Ensure compliance with company policies and applicable regulatory requirements, including FDA, ISO, EPA, and OSHA standards, as well as adherence to safety and HR programs.
• Lead full-cycle talent management activities including interviewing, hiring, onboarding, and training new team members.
• Ensure adherence to complaint handling processes and regulatory requirements.
• Promote and maintain a culture of safety, quality, and operational efficiency within the U.S. Repair Center.
• Develop, implement, and enforce service policies and procedures to support consistent operational performance.
• Identify and implement cost-saving opportunities through the effective use of technology and process improvements.
• Partner with cross-functional teams to resolve customer and product return issues, ensuring timely and effective solutions.

Education: 

• Bachelor’s Degree required or equivalent combination of education and experience.

Certifications/Licensing:

• Lean Six Sigma green belt certification a plus.

Years and Type of Experience:

• 3-5 years experience in a customer service environment, preferably with technical background and returns preferred.  Previous supervisory and/or lead experience in a service environment a plus.
  
  

Key Required Skills, Knowledge and Capabilities:

• Proficient in Microsoft Office based systems, demonstrated ability to utilize data for presentation of thought and decision making.
• Advanced understanding of lean principles and experience implementing in an operational environment.
• Ability to effectively motivate, train, coach, mentor and provide leadership to direct reports.
• Excellent oral and written communication skills
• Strong organizational skillset with orientation towards detailed work
• Working knowledge of SAP preferred or similar ERP systems.
• Customer focused orientation with internal and external customers
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals and regulatory documentation.  Ability to write routine reports, correspondence and process documents.