Customer Support Manager

About the role

The Customer Support Manager will lead a technical support team responsible for installation, planned preventative maintenance, corrective maintenance, and technical support of medical equipment, while managing service contracts and spare parts sales.

Key responsibilities

• Lead, mentor, and manage a team of field service engineers and support staff.
• Oversee installation, planned preventative maintenance, corrective maintenance, and technical support of medical equipment.
• Develop and implement strategies for service contracts and spare parts sales to ensure business growth and customer satisfaction.
• Build and maintain strong relationships with key clients and stakeholders.
• Conduct regular service reviews and gather customer feedback for continuous improvement.
• Analyze service data to identify trends and areas for improvement.
• Implement process improvements to enhance efficiency and service quality.
• Ensure compliance with manufacturer guidelines, health regulations, and internal quality standards.
• Support audits, certification processes, and quality assurance activities.
• Collaborate cross‑functionally to align customer support with broader business objectives.

Required profile

• BSc/BA in business administration, management, engineering, or a similar field preferred.
• 10+ years of experience in technical service/support roles, ideally in the medical equipment industry.
• 3+ years in a leadership or managerial role.
• Strong knowledge of medical equipment maintenance protocols and regulatory requirements.
• Excellent communication, organizational, and problem‑solving skills.
• Ability to thrive in a dynamic, fast‑paced environment and manage diverse teams.

Required skills

• Proficiency in Microsoft Office.
• Experience with service management tools.
• Project management software.
• Familiarity with ISO 13485.
• Experience with CRM/ERP systems.
• ITIL or PMP certification (preferred).