Agile Search Inc Hiring for Director of Customer Service and Support at Chelmsford, MA Full Time

Director of Customer Service and Support

We are seeking an experienced and motivated individual ready to join an emerging startup for a Customer Service and Support leadership opportunity.

In this role, you will be responsible for building a customer support and service organization from the ground up. You’ll manage customer service, providing technical support for wearable, patient monitoring medical device products, and be an integral part of the team coordinating the delivery and successful integration of devices in healthcare facilities.

The ideal candidate will have a strong background in developing and growing both customer service and technical support groups in an early stage organization, and working with a variety of medical care providers and patients to scale product introduction and adoption for high volume, cloud enabled, medical technology.

Key Responsibilities:

 Implement, manage and scale a CRM portal to integrate a seamless customer service and support experience for customers and provide insight and visibility of metrics for the organization.

 Manage customer service and technical support and build team to ensure our customers receive exceptional service, including timely resolution of inquiries, complaints, and product issues.

 Develop and implement strategies to improve customer service and satisfaction, including the development of new customer service policies and procedures.

 Coordinate with sales and marketing team to ensure that customer service and logistics activities align with overall company objectives.

 Work with supply chain and other internal departments to coordinate logistics operations, including deployed inventory management.

 Ensure compliance with all applicable regulatory requirements and industry standards.

 Analyze data to identify trends and areas for improvement in patent care, product performance, customer service and logistics operations.

 Develop and maintain relationships with key customers, vendors, and stakeholders.

 Manage and maintain accurate records and ing related to customer service and logistics operations.

 Coordinate integration of devices with other systems and equipment in healthcare facilities.

 Develop and deliver training programs to ensure that customer service and technical support teams have the necessary knowledge and skills to effectively support medical device products.

Requirements:

 Bachelors degree in business, logistics, or related field.

 MUST HAVE: 10+ years of experience in the medical device industry, ideally with a blend of logistics and customer service management for higher volume medical devices.

 MUST HAVE: Demonstrated ownership of the Customer Service and Support role and ability to work independently

 MUST HAVE: Demonstrated ability to establish ramp-up plans for an early stage company, including service strategy, new hires, budgets, and how to execute on those plans and manage both Customer Support (order fulfillment) and Technical Support (complaint handling and resolution) as the company grows.

 STRONGLY PREFERRRED: Experience with wearable devices and cloud enabled patient monitoring

 MUST HAVE: START UP company experience and implementing and scaling a CRM– Zendesk, Salesforce, etc.

 MUST HAVE: Knowledge of medical device regulations and compliance requirements.

 Understanding of logistics software and systems.

 MUST HAVE: Experience with integrating medical devices with other systems and equipment in healthcare facilities.

 MUST HAVE: Strong leadership and management skills, with experience leading a team.

 MUST HAVE: Excellent communication skills, both written and verbal, with the ability to communicate

complex technical information to non-technical stakeholders.

 MUST HAVE: Strong organizational skills and attention to detail; strong analytical and problem-solving skills.