Customer Support Manager, Medical Products
Job Description

Partial Job Description
1) Work without significant direction as well as manage direct reports in a customer support and customer training capacity, including in-house or field-based clinical specialists, product support and training specialists
2) Coordinate activities associated with the design, development and delivery of customer focused training and provide complex problem solving services in either a field or headquarters environment
3) Manage front line aspects of product support issues in a call-center environment
4) Work closely with peers as well as develop and maintain call and training coverage schedules and resources in a call center environment
5) Conduct on-site customer training
6) Manage all aspects of contacts to the support center, including call coverage resource scheduling, both business and after hours
7) Manage and coordinate activities related to skill-set and product training development, execution and documentation
8) Manage programs and initiatives at the front-line level related to complaints and complaint handling
9) Work as part of the leadership team as well as lead and manage departmental and business objectives
10) Develop direct reports and assign tasks and projects
11) Function as a subject matter expert in blood bank technology and/or therapeutic apheresis
12) Perform capacity and stability analyses for functional and cross-functional support areas
13) Identify and solve complex and/or unusual customer problems in a timely manner
14) Document and provide written solutions to recurring problems, including training of others
15) Identify the need for, define and develop protocols using company devices
16) Design, develop and deliver in-service customer training programs
17) Perform ongoing assessment of customer's technical needs and problems
18) Analyze therapy trends in the marketplace
19) Communicate market knowledge effectively
20) Provide detailed input/feedback to product management team or other stakeholders to recommend changes in product design, manufacturing, quality or any other aspect of the product or service
21) Provide on site clinical or technical expertise to company customers
22) Design, develop, validate, present and coordinate expert level product training programs for internal personnel and customers
23) Design and develop assessment and training tools to aid in the training of new clinical, implementation and sales specialists as well as in-house personnel and customers
24) Design, develop and deliver expert level customer training programs
25) Provide expert level telephone support for customers, field-based personnel and clinical specialists
26) Assist in clinical trials, including design, site selection, training of site participants and some clinical monitoring
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TAGS: Biotechnology Jobs, Pharmaceutical Jobs, Medical Device Jobs, Small Molecule, Biologic, Oncology, Hematology, Dermatology, Neurology, Cardiology, Urology, Nephrology, Vaccine, Disease, Drug Development, Surgery, Physician, EMR, Healthcare, Life Sciences, Scientist, R&D, Clinical Research, Clinical Trial, Regulatory Affairs, Nutraceutical, Surgeon, MD, Hospital, Immunology, Quality, QC, Validation, Engineer, QA, Manufacturing, Engineering, Aseptic, Sterility, Hospital, Research and Development, Medical Affairs, Drug Safety

Job Requirements

Qualifications / Skills Required
1) Bachelor's degree or equivalent in a medical, scientific or clinical field of study
2) Minimum 5+ years of relevant technical or clinical experience in blood bank technology, therapeutic apheresis or a closely related field
3) Minimum 3+ years of experience in managing others
4) Demonstrated knowledge of budget preparation and personnel evaluation
5) Demonstrated strong expertise in product and therapy knowledge
6) Demonstrated self-confidence and effectiveness in dealing with different types of students
7) Ability to interact professionally and effectively with customers, physicians, nurses and other technical medical staff
8) Demonstrated ability to teach
9) Customer focus skills
10) Strong leadership and management skills

Company Overview

Sterling-Hoffman Life Sciences is the premier recruitment firm in North America for companies involved in the research, clinical development, manufacturing and distribution of drugs and devices that allow patients to live healthier and more fulfilling lives. Leveraging a network of relationships in every major city – including New York, San Francisco, Raleigh-Durham, Chicago, Dallas, Denver and Los Angeles – Sterling-Hoffman Life Sciences is ideally positioned to assist fast growing CROs, pharmaceutical companies, biotech firms and medical device players in their quest to recruit the best people.

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  • Customer Support Manager, Medical Products @ Sterling Life Sciences

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