Technical Customer Support Supervisor

Why Should You Join Our Success Story?

Based on patented technology developed at MIT, Harvard Medical School and by the Company, Myomo develops and markets the MyoPro product line of lightweight, non-invasive, powered arm braces (orthoses) to restore function in paralyzed or weakened arms and hands of individuals that have suffered a stroke, spinal cord, or nerve injury. (E.g. brachial plexus injury or other neuro-muscular disabilities.) It is the only device that, sensing a patient's own neurological signals through non-invasive wearable sensors, can restore the ability to use their arms and hands so that they can live independently, increase their quality of life, reduce cost of care, and return to work. Published clinical research shows a clinically significant instantaneous reduction in upper extremity impairment with the MyoPro. Our technology has been referred by leading-edge rehabilitation facilities including Mayo Clinic, Kennedy Krieger Institute, Cleveland Clinic, Loma Linda Medical Center, Massachusetts General Hospital, numerous VA Hospitals, and more. Myomo is headquartered in Burlington, Massachusetts, with sales and clinical professionals across the U.S.

What We're Looking For:

The TCS Supervisor supervises our customer support team including daily operations and performance (timecards, training, performance reviews) and overall area management. As a working supervisor, this individual also initiates and processes customer support cases, associated product returns (RMAs), and works with their manager to assure regulatory compliance with Myomo's Quality Management System (QMS). Working these support cases can involve troubleshooting, complaint investigation, data analysis, running update meetings, reports, and assisting the manager with compliance.

In addition, the TCS Supervisor oversees data collection, integrity of data and cases, reporting, product performance monitoring, returns, and other Quality objectives. This role may be involved in appropriate system implementation, modifications, and implementing new policies or procedures to ensure quality and compliance as well as proactively developing improved processes.

How You'll Drive Impact:

• Initiate, process, and close out support cases.
• Conduct complaint investigations with Engineering and/or management.
• Contribute to technical corrective actions.
• Facilitate tracking and expediting devices through the Service and Repair group as appropriate.
• Serve as a role model, leading associate staff in completing the below tasks, as well as assisting with workload and assignments as follows:
• Managing incoming communications and answering support calls.
• Schedule and both lead support and troubleshooting for Myomo's products.
• Update worksheets, entering cases and RMA's in the product lifecycle management/Quality management system software application.
• Conduct data analysis and generate reports, ensuring QMS compliance as appropriate.
• Provide technical support for sales and field personnel.
• Assist with developing documents of area procedures and instructions.
• Provide training and development to employees including performance management.
• Participate in the hiring process and disciplinary processes.

What You'll Bring

• 3 years' minimum supervisory experience of a group containing 3 or more direct reports.
• 5+ years' work experience involving hands-on troubleshooting and customer support.
• Proficiency in Microsoft Office applications, especially Word, Excel, PowerPoint and web-based remote communication.
• Some exposure to Product Lifecycle Management (PLM) system.
• Ability to learn new skills and adapt to a small team in an evolving environment.
• Excellent written/verbal, interpersonal, and organizational skills.
• Comfortable in fast-paced environment with ability to prioritize work.
• Ability to meet deadlines with specified time constraints.
• Ability to work effectively both independently and as part of a team.
• Strong attention to detail along with the ability to follow verbal/written instructions.
• Experience with updating procedures and instructions.
• Associate's degree in Business or equivalent in a related field.

Preferred:

• 5 years of experience as a supervisor, along with expertise in technical customer support.
• Medical device and regulated quality system exposure.
• Experience with using Arena-PLM system.
• Knowledge and use of database system programs; high-level proficiency working with Excel.
• Bachelor's degree in Business or related field.