Technical Services Call Center Manager

Merits Health Products is driven to improve lives by making high-quality power mobility equipment. Merits is synonymous with innovative engineering, constant product development, adaptability, and caring customer support.

We are currently seeking a Technical Services Call Center Manager to joint our growing organization. The primary focus of this position is oversight and management of the Technical Services Call Center. This role is a customer centered position that champions our company’s desire to ensure quality customer care and customer satisfaction. The top candidate will set direction and establish training content for the technical service call center team while fostering positive engagement, ensuring quality, advocating customer needs, and driving brand loyalty and growth through customer-centric activities that support exceptional customer care.

This is a full-time, in office position based out of our Fort Myers, FL, Corporate HQ. Salary will be based upon knowledge, skills, education, experience, and abilities. We offer a full benefits package including health, dental, and vision insurance, supplemental plan options, 401K company match. Growth / career advancement opportunities are also on the table, with generous PTO, paid Holidays, and regular Employee Recognition Luncheons.

To apply, please read the below details and apply with your salary requirements.

JOB DUTIES & RESPONSIBILITIES:

• Develop, manage, analyze/review and approve processes and procedures to ensure quality with technical and service activities and initiatives that champion essential customer-centric services.
• Ensures technical service team members are properly trained, upskilled and have access to the tools needed to troubleshoot and resolve customer questions or issues.
• Plan, update, and provide ongoing training to ensure the team consistently performs above standards.
• Analyze processes, procedures, and/or systems used by the technical service team and identify and recommend paths to improvement.
• Collaborate cross functionally during new product roll outs and all activities associated such as, but not limited to, the funneling of product introductions, trainings, order processes, and to achieve quality objectives.
• Identify and implement effective solutions that will continuously enhance the services to ensure maximum customer experience on all levels.
• Oversee and make recommendations for technical service team growth opportunities.
• Cultivate a professional and collaborative team environment that rewards top performers, promotes continuous improvement, and attracts talent and retention.
• Provides technical and administrative support and guidance to direct and indirect reports. 
• Oversees data collection, analysis, and other research for quality projects.
• Interview, train, mentor, monitor, evaluate, and/or provide technical support and guidance to team members as per company policies and procedures, in a timely manner with applicable documentation.
• Stay abreast with product and industry trends.
• Other duties as assigned.

COMPETENCIES & QUALIFICATIONS: 

• Technical Service Call Center Team Management experience is necessary to foster a dynamic customer-centered department.
• Very strong technical, analytical and problem-solving skills.
• Recent experience and skills are needed with ERP systems (such as Epicor, NetSuite, or similar).
• Strong proficiencies with MS Office applications are necessary (Outlook, Teams, Word, Excel, SharePoint).
• Excellent leadership and decision-making skills and must be able to collaborate with professional and friendly mannerisms.
• Must be able to lead, motivate and mentor diverse in-office and remote teams.
• Ability to consistently and effectively present information and respond in a timely manner to high email/message volume, to questions or inquiries from other employees, managers, vendors, and the public if needed.
• Must have the ability to comprehend customer and team member behaviors and can professionally and respectfully address challenges when they arise.
• Ability to successfully meet deadlines and prioritize workload for self and teams.
• Solid organizational and excellent time management skills, with the ability to work under pressure.
• Must speak, read, and write English and have excellent verbal and written communication skills.
• Must be legally authorized to work in the United States.
• Must have a valid US Driver’s License and maintain throughout employment.

Educational Requirements: A college degree is required with five to ten (5 to 10) recent years of related leadership experience in Customer Service Management / Technical Service Call Center with a focus on customer satisfaction; or an equivalent combination of education, vocational training, skills, and related industry experience. 

Please feel free to visit our website to learn more about our products, our mission, and our team https://www.meritsusa.com

Please note this job advertisement is not meant to be all inclusive of essential duties and responsibilities. Requirements, qualifications, competencies, tasks, essential responsibilities & duties, physical demands, and work environments which may or may not be reflected in this advertisement, are not exhaustive and may change as determined by the needs of the organization.

We are an Equal Opportunity Employer, which mean that all applicants will receive consideration for employment without regard to race, color, age, national origin, religion, sexual orientation, sex (including pregnancy, childbirth, or related medical conditions), gender identity or gender expression, military or veteran status, physical or mental disability, genetic information or any other status protected under application federal, state, and/or local law(s). All employment offers are contingent upon successful completion of a Form I-9, and successful completion of our pre-employment background/criminal checks, and successful completion of a drug screening.