Technical Support Manager

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

About Us

Medihill was formed in 2011 in Philadelphia, PA. We are North America provider of Medical Alerts Services and Telecare. From the very beginning, we strive to enhance the quality of life by providing advanced home and away care solutions for people who want to be living an independent life. Constantly improving our monitoring systems and customer service, we add more and more satisfied customers Every Day.

Job Description

The Technical Support Manager will lead a team responsible for the assembly, programming, setup, testing, and troubleshooting of medical alerts and health monitoring equipment. This role involves managing day-to-day operations, ensuring high-quality customer service, and continuously improving support processes. The Technical Support Manager will play a critical role in training team members, overseeing equipment installations, and providing technical support both on-site and over the phone.

Requirements

• Manage, mentor, and develop a team of technical support specialists, ensuring they are equipped with the skills and knowledge to perform their duties effectively.
• Oversee the entire customer support process, from initial order receipt to equipment installation and ongoing technical support, ensuring customer satisfaction and safety.
• Identify areas for process improvement within the technical support team, implementing new procedures and technologies to enhance efficiency and service quality.
• Develop and deliver training programs to ensure all team members are proficient in equipment assembly, programming, testing, and troubleshooting, as well as customer interaction.
• Ensure all equipment is properly assembled, tested, and fully operational before deployment to customers, adhering to the highest safety and quality standards.
• Manage complex or escalated customer interactions, providing expert-level support and ensuring issues are resolved promptly.
• Track and analyze key performance metrics, such as response times, customer satisfaction, and equipment failure rates, to identify trends and areas for improvement.
• Work closely with other departments, such as product development and logistics, to ensure seamless operations and effective customer support.
• Prepare and present regular reports on team performance, customer feedback, and technical issues to senior management.
• Ensure all team activities comply with relevant regulations and company policies, particularly in relation to customer safety and privacy.

Benefits

• 1 week vacation
• dental insurance
• major holidays