Technical Soutions Manager
Current· Manage national accounts, government accounts, and escalations support teams of 15 people· Developed close relationships with national accounts to maintain service level agreements· Work with sales directors, operations, field service and project managers to handle escalated customers· Create work instructions, standard operating procedures and best practices for the company· Approve service call requests and replacement parts for equipment repair· Review recorded calls form support team members and provided coaching to improve performance· Monitor team call queue along with inbound emails and assign call backs for optimal resolution time· Handle escalated phone calls from national accounts and government locations· Transitioned the support of medical ear, nose and throat customers from general support to specialized support team· Transitioned the remote support of a Latin American based support team to a US based support team· Self-dispatch to offices for 2nd level escalation repairs· Review customer history to make decision to replace equipment· Assist in transitioning replacement part orders from the sales team to the support team
