Tech Support Lead – External, Dental Imaging

Jazz Imaging LLC; San Jose (CA); Sur place; USD 110 000 - 170 000; Plein temps

Résumé du poste

Jazz Imaging is seeking a Tech Support Manager to lead our customer and tech support function from our San Jose HQ. You will manage both on-site and remote support agents, ensuring excellent service for dental practices and external clients.

You will build scalable processes, own SLAs/CSAT, partner with sales on clean handoffs, oversee shipping/RMA coordination, and coach a growing team as we scale in a high-growth phase.

Qualifications

• Leadership experience managing a team of tech support agents for external customers (B2B)
• Experience leading a mixed on-site and remote support team
• Proven ability to build processes as volume grows while maintaining quality
• Ownership of queue ops, SLAs, CSAT, escalations, and coaching
• Strong Windows/networking fluency and remote support tooling
• Familiarity with Salesforce, Notion, and Microsoft Teams
• Clear communicator who partner well with sales
• Knowledge of medical device or dental products is a plus, not required
• ISO/FDA compliance experience is a plus

Responsabilités

• Hire, coach, and develop tech support talent across on-site and remote agents
• Own the queue: SLAs, CSAT, ticket hygiene, escalations, and day-to-day prioritization for external customers
• Keep the team coordinated: coverage, handoffs, and shared standards
• Set remote-support quality and training standards for Jazz hardware and how we talk to practices
• Partner with sales on clean customer handoffs
• Oversee shipping and returns coordination (sensors / RMAs)
• Build docs, procedures, and playbooks so support scales with growth
• Own support targets and special projects that raise the bar

Connaissances

Leadership

People management

Communication

Strategy

Outils

Salesforce

Notion

Microsoft Teams

Description du poste

Jazz Imaging is seeking a Tech Support Manager to lead our customer and tech support function from our San Jose HQ. You will manage both on-site and remote support agents, ensuring excellent service for dental practices and external clients.

You will build scalable processes, own SLAs/CSAT, partner with sales on clean handoffs, oversee shipping/RMA coordination, and coach a growing team as we scale in a high-growth phase.