Job Information
Permobil Manager, Call Center Technical Support in Lebanon, Tennessee
Manager, Call Center Technical Support
Would you like to work in an international environment where you’ll make a difference every day? At Permobil, we’re looking for game-changers to join us as we innovate for individuals and develop the world’s most advanced assistive solutions.
At Permobil, the people who use our products come first. Our purpose is to create advanced assistive solutions that make the lives of adults and children living with disabilities more enriching. Our people are passionate about pushing the boundaries of technology to deliver innovations that improve lives. We are a sustainable and responsible business committed to continuous improvement, and our customers can trust us to provide market-leading solutions driven by insights-based clinical data.
You will lead our Power technical support and parts center. This pivotal role focuses on delivering exceptional customer support, managing technical service quality, and improving operational efficiencies. The ideal candidate will be adept at monitoring and managing KPIs, fostering a high-performance culture, and ensuring our technical support meets the highest standards.
Key Responsibilities:
Manage and oversee the daily operations of the call center, ensuring timely resolution of customer inquiries and customer satisfaction
Train and lead a team of technical support specialists, promoting a culture of excellence, accountability, and continuous improvement.
Develop and monitor key performance indicators (KPIs) such as call response times, handle time, resolution rates, customer satisfaction scores, and agent productivity to assess effectiveness and identify areas for improvement.
Implement strategies to enhance the quality of customer service and technical support while managing the scalability of operations.
Collaborate with other departments to integrate customer service with broader company objectives.
Analyze trends in customer inquiries and system issues to proactively address potential service challenges.
Handle escalated customer issues, providing solutions that are both effective and efficient.
Qualifications:
Bachelors degree or related experience in lieu of degree
5 + years of experience in call center management, preferably in a technical support environment for a tangible product.
Proven track record in leading a technical support team and improving service delivery.
Strong understanding of call center technology and telecommunication systems.
Expertise in analyzing call center KPIs and leveraging data to drive decision-making.
Ability to work independently and make decisions under pressure in a fast-paced, dynamic environment.
Why Permobil is a great next step for you!
You’ll make a difference. Every day
Everything we do leads to understanding and improving the lives of our users. Through our evidence-based innovation, we make a difference to people’s lives.
You’ll make your mark as part of our future
We collaborate with colleagues across borders toInnovate for Individuals. The impact you make personally could lead change around the world.
You’ll feel welcome from day one
We’re known for being great colleagues, who are collaborative, fun and at the cutting-edge. Everyone in the Permobil family cares as much as you do about making a positive difference.
You can have a lifestyle you love
you’re always close to nature, yet never far from civilization. We want everyone who works for us to have a lifestyle they love – at work and beyond.
Who you are
You are passionate, innovative, and ambitious. You want to make a difference for others and feel fulfilled when you can see the link between the work you do and positive improvements in the lives of others. You search out opportunities and are prepared to go off the beaten track to chase your dreams. You don’t follow the herd – you find new ways of working and go where you see potential to make your mark. You are a pioneer, a revolutionary, a game-changer and you are who we’re looking for.
Information
Please apply via our career page. We will conduct selection continuously so send us your application today!
For additional information about the position, please contact Manager title , Manager name , Manager Contact information .
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Permobil is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Please respect that we do not wish recruitment assistance or advertising, we decline calls from recruitment and advertising providers.
Please respect that we do not wish recruitment assistance or advertising, we decline calls from recruitment and advertising providers.
More about Permobil
Permobil founder Dr. Per Uddén believed that helping people achieve the greatest level of independence is a basic human right and, for over 50 years, Permobil has held fast to that belief. Permobil is a global leader in advanced rehabilitation technology, passionate about better understanding our users’ needs and improving their quality of life through state-of-the-art healthcare solutions. Today, those solutions include power wheelchairs, seating and positioning products, power assist, and manual wheelchairs.
Permobil is part of Patricia Industries, a subsidiary of Investor AB, and is headquartered in Sweden. Permobil has 1600 team members in more than 15 countries around the world. For more information regarding the company’s storied history and complete product line, visit permobil.com.