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 


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