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Helpdesk Bilingual Supervisor - Canada

Helpdesk Bilingual Supervisor - Canada

Job ID 
2018-1144
Job Locations 
CA-ON-Mississauga
Category 
Quality, Regulatory Affairs, and Service
Type 
Full-Time/Regular

More information about this job

Overview

To run the day to day operations of the Technical Support Helpdesk which is responsible for providing technical and clinical product support to customers, Sales, Subsidiary offices and International Distributors via telephone, Email, Fax, on-site assistance.  Operates in a crisis intervention mode to diagnose problems and determine best course of corrective action. 

Responsibilities

  • Supervises and Monitors the Technical Support Helpdesk
  • Provides Technical and Clinical product support via telephone, email and fax
  • Establishes and manages phone support schedule and on-site service to achieve departmental goals
  • Develops metrics to monitor and manage team performance
  • Insures that Sales Orders are booked and processed in timely manner
  • Manages accurate completion of the Customer Call Reports
  • Develop staff training program to keep the team up to date on all products
  • Maintain the Tech Support lab and assure that equipment is readily available.
  • Manages accurate data entry of Claim into Claim tracking system
  • Manages 24x7 on call phone support for evening/weekend emergencies
  • Reviews and ensures review of new Product Service Setup and Documentation
  • On-site Claim investigation and liaison for escalated customer issues
  • Performs employee reviews in month required
  • Suggests and creates new programs to improve customer satisfaction
  • Special Projects as assigned

Qualifications

  • Problem solving, analytical/investigative experience
  • PC Literate - word processing, relational databases, report creation and spreadsheets

 

Education Requirements:

  • 4 year degree in electronics/biomedical
  • 2 year degree with 5-7 years of experience