Technical Support Manager

Jazz Imaging LLC; San Jose (CA); Presencial; USD 110 000 - 170 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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

Responsabilidades

• 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

Conhecimentos

Leadership

People management

Communication

Strategy

Ferramentas

Salesforce

Notion

Microsoft Teams

Descrição da oferta de emprego

Jazz Imaging is hiring a Tech Support Manager to lead our customer and tech support function. Based in-office at our San Jose HQ, you'll lead the team that keeps dental practices imaging, managing both on‑site and remote tech support agents.

Ideal background: MSP or similar. You've managed a team of tech support agents who support external customers (client companies and practices), not an internal helpdesk that only troubleshoots for coworkers at the same company.

We manufacture SOLO and MINOR dental X‑ray sensors in California and back practices with Jazz Club (subscription, lifetime warranty, unlimited damage forgiveness) or purchase. We're in a high‑growth stretch with a stable, established business underneath, and we're building the support organization to match. Your job is to lead that function and protect the support reputation that helps us win and keep practices.

What you'll lead

• 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

Tools you'll live in

Familiarity required (or quickly transferable):

• Salesforce: CRM, tickets, customer history, and sales handoffs
• Notion: docs, playbooks, and team knowledge
• Microsoft Teams: day‑to‑day team and cross‑functional communication

What you know (and can still jump into)

This is a leadership role, and you'll know the work well enough to coach it and step in when it matters:

• Phone, chat, and ticket‑driven support for external customers
• Windows 10/11 and networking issues tied to product install, training, and ongoing use
• Remote sessions that get a practice imaging again
• Calm, clear communication when an office is mid‑day and the sensor is down

Qualifications

• Must have: managerial experience leading a team of tech support agents who support external customers (B2B / client‑facing), not primarily internal IT helpdesk
• Experience leading a mixed on‑site and remote support team
• Energy for a high‑growth environment: building process and people as volume climbs, without losing quality
• Proven ownership of queue ops, SLAs/CSAT, escalations, and coaching
• Strong Windows/networking fluency and comfort with remote support tooling
• Familiarity with Salesforce, Notion, and Microsoft Teams
• Clear communicator who partners well with sales
• Medical device or dental product knowledge is a plus, not a requirement
• ISO and/or FDA compliance experience (for example, complaint handling, CAPA, or quality‑system documentation) is a strong plus