Technical Support Manager

3 weeks ago


Chester, United Kingdom Consult Full time

**Responsibilities**:

- Manage the technical support team and provide coaching and guidance to them by creating individual development plans.
- Work towards set KPI’s to ensure our focus on being brilliant at the basics and customer excellence is at the forefront of everything we do
- Action Salesforce cases to ensure efficient handling and resolution of inquiries/issues and complaints
- Fault finding on hearing aids, software, and assistive devices
- Remote support to our customers, assisting with fittings and any software installations
- Analysing repairs and returns to identify any issues with the manufacturing process, reporting finding to the relevant departments
- Handling any complaints received from our customers by utilising the global QMS process to ensure corrective actions are taken and guidelines adhered to
- Support the Sales team and internal departments with product knowledge and training where required
- Be acting resident audiologist supporting the business with clinical advice to help support our customers’ needs
- Support new product launches where required, testing, fittings, and testimonials on product performance

**About You**:

- Qualified Audiologist with clinical experience: Essential
- IT skills - MS Office: Essential
- Presentation Experience: Essential
- Good call handling ability: Essential
- Ability to remain neutral and positive under customer pressure: Essential
- Customer Service experience: Essential
- Previous sales experience : desirable



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