Lead Technical Support Manager, Medical Devices

Medihill; Bensalem Township (Bucks County); On-site; USD 70,000 - 110,000; Full time

Job summary

Medihill in Philadelphia, PA is seeking a Technical Support Manager to lead a team responsible for assembly, programming, setup, testing, and troubleshooting of medical alerts and health monitoring equipment. You will oversee day-to-day operations, ensure high-quality customer service, train staff, and drive process improvements across support, product development, and logistics.

This role emphasizes safety, regulatory compliance, and data-driven performance reporting to senior management.

Qualifications

• Lead and mentor a technical support team to deliver high-quality service.
• Oversee the full support lifecycle from order to installation and ongoing support.
• Identify and drive process improvements to raise efficiency and service quality.
• Develop training programs for assembly, programming, testing, and customer interactions.
• Ensure safety and quality standards are met in all equipment deployments.

Responsibilities

• Manage, mentor, and develop a team of technical support specialists.
• Oversee customer support from order receipt to installation and ongoing support.
• Identify areas for process improvement and implement new procedures.
• Develop and deliver training for equipment assembly, programming, testing, and troubleshooting.
• Ensure equipment is tested and operational before deployment.
• Handle escalated customer interactions with expert-level support.
• Track performance metrics and report trends to management.
• Collaborate with product and logistics teams for seamless operations.
• Prepare regular performance reports for senior management.
• Ensure compliance with regulations and privacy policies.

Skills

Team leadership

Mentoring

Customer support

Training programs

Process improvement

KPI tracking

Job description

Medihill in Philadelphia, PA is seeking a Technical Support Manager to lead a team responsible for assembly, programming, setup, testing, and troubleshooting of medical alerts and health monitoring equipment. You will oversee day-to-day operations, ensure high-quality customer service, train staff, and drive process improvements across support, product development, and logistics.

This role emphasizes safety, regulatory compliance, and data-driven performance reporting to senior management.