Manager, Customer Support

Position Overview

  • Reports to CEO
  • Full Time position located in Bethesda, Maryland (Washington DC metro area)
  • Competitive salary, stock option package and strong benefit

Key responsibilities:

  • Manage both outsourced and internal customer and technical support functions, including field service teams, 24/7 remote service, call center operations and customer interactions
  • Provide strategic and hands on tactical, daily leadership around customer and technical support
  • Partner with engineering and marketing teams to ensure service and customer support requirements are developed and realized in order to exceed customer expectations
  • Work directly with manufacturing partners to handle product complaints and warranty issues
  • Identify and implement opportunities to enhance customer support & field service operations through continuous improvement of service and support structure, processes and systems
  • Identify opportunities for improved productivity, cost reductions, and additional revenue
  • Establish and achieve metrics for service and support
  • Institute and monitor market leading best practices to maximize quality and ensure operations are compliant with regulatory requirements
  • Conduct assessments to ensure business goals and objectives are aligned with the company’s strategic objectives and visions and industry trends
  • Foster a culture of continuous improvement and employee engagement

Position Requirements:

  • Bachelor’s Degree (minimum) in Engineering or Science-related discipline; MS and/or MBA strongly preferred
  • Minimum 10 years of medical device experience in operational management positions; must show consistent progression through regulated medical device management positions in career
  • Proven success in the manufacturing, distribution and support of regulated medical device products in quantity
  • Demonstrated expertise with process development and process improvement
  • People and project management experience a must

Skills and Abilities:

  • Goal-driven, confident self-starter with a willingness to continually embrace professional development and a passion to excel
  • Ability to operate effectively in a team-oriented culture
  • Comfortable working in a fast-paced environment
  • Proven track record in meeting established goals and objectives
  • Demonstrated exceptional written and oral communication skills

 

 
 

Qualified applicants are encouraged to send their resume and a cover letter including availability to recruiting@brainscope.com. 


 

The Office of Federal Contract Compliance Programs (OFCCP) has released a Voluntary Self-Identification Form CC-305. All federal contractors are required to use this form in inviting all applicants and employees to provide information regarding their disability status. Completing this form is voluntary and any answer you give will be kept private and will not be used against you in any way. If you choose to complete the form, please attach it with your job application. The form can be found at https://www.dol.gov/ofccp/regs/compliance/sec503/Self_ID_Forms/VoluntarySelf-ID_CC-305_ENG_JRF_QA_508c.pdf