Technical Services Call Center Manager

Merits is driven to improve lives by making high-quality power mobility equipment. Merits is synonymous with innovative engineering, constant product development, adaptability, and caring customer support. We are currently seeking an experienced Technical Services Support Manager, to join our growing organization.

This position’s primary responsibilities include, but are not limited to, oversight and management of the Technical Call Center, with both onsite and offsite team members. This leadership role is a customer-centered position which champions quality customer care and satisfaction while fostering positive engagement, ensuring quality, advocating customer needs, and driving brand loyalty and growth by means of providing exceptional customer care.

Technical Call Center Leadership requires a dynamic approach for managing a diverse team. This involves not only strong communication and analytical skills but also the ability to foster a positive team culture, promote respect and collaboration, and drive continuous improvement. Candidates must have the ability to adapt to the fast-paced environment as adjusting to changing situations and priorities is the nature of call centers. The Tech Call Center Manager must recognize individual and team strengths to maximize the customer experience. Candidates must have emotional intelligence with active listening skills to build trust and foster a positive, respectful work environment.

This is a full-time, on-site position based out of our Fort Myers, FL, Corporate HQ. Salary shall be commensurate with knowledge, skills, and abilities. Ideal candidates should have a college degree with five to ten (5 to 10) year of recent and closely related leadership experience in a Customer Service or Technical Services Call Center; or an equivalent combination of education, training, leadership experience, skills, and / or related industry experience.

Merits offers a full benefits package including health, dental, and vision insurance, supplemental plan options, and 401K + company match. Merits also offers career advancement opportunities, eligibility for tuition reimbursement, a generous PTO program, paid Holidays, and regular Employee Recognition Luncheons.

Please visit our website and our YouTube channel to learn more about our products, our mission, and our team https://www.meritsusa.com

Merits Health Products USA - YouTube

Qualified candidates should please read the below details and answer all application questions. Please reply with an updated resume and salary range requirements for immediate consideration.

ESSENTIAL JOB DUTIES & RESPONSIBILITIES:

• Collaborate cross functionally as needed and with senior leadership and other Merits teams.
• Interview potential talent as per company policies and procedures, in a timely manner with applicable documentation.
• Lead, motivate, monitor, coach, guide, advise, and counsel assigned team members with feedback notes or documentation as applicable.
• Review, verify, edit, and/or approve team member time management data (i.e., timecards and PTO requests.
• Evaluate, rate, and document performance; coach and counsel as per company policies / procedures, both individually and as a group to help develop skills and professional growth.
• Develop, maintain, and distribute training information to staff and dealers on parts and technical issues.
• Plan, update, and provide ongoing training to ensure the technical service team members are trained, upskilled, and consistently perform above standards.
• Plan, update, and provide ongoing training to ensure the team consistently performs above standards and ensure access to tools and resources for troubleshooting and resolution of customer questions or issues.
• Oversee and prepare training content for the technical service call center team, Merits staff, and dealers.
• Communicate with Logistics informed of the status of orders.
• Communicate and/or send documents, diagrams, and specifications to customers.
• Manage and analyze processes, procedures and/or systems to ensure quality with technical and service activities and initiatives and identify and recommend paths to improvement.
• Collaborate cross functionally during new product roll outs and all activities associated with, but not limited to, the funneling of product introductions, training, order processes, and to achieve quality objectives.
• Identify and implement effective solutions that will continuously enhance the services to ensure maximum customer experience on all levels.
• Oversee and make recommendations for technical service team growth opportunities.
• Cultivate a professional and collaborative team environment that rewards top performers, promotes continuous improvement, and attracts talent and retention.
• Provides technical and administrative support and guidance to direct and indirect reports and assists with answering calls, inquiries, and escalations regarding technical issues on Merits products and parts.
• Oversees data collection, analysis, and other research for quality projects.
• Analyze and report data and identify areas for improvement.
• Maintain OSHA Safety guidelines and other regulatory State and Federal standards as applicable to the position.
• Stay abreast of product and industry trends.
• Business travel as needed.
• Other duties as assigned.

COMPETENCIES & QUALIFICATIONS: Call Center Leadership requires a dynamic approach for managing a diverse team. This involves not only strong communication and analytical skills but also the ability to foster a positive team culture, promote respect and collaboration, and drive continuous improvement.

• Must be adept at coaching, mentoring, and recognizing individual strengths to maximize team performance and enhance the customer experience.
• Must abide by and drive Company safety policies and participate in Safety Training as needed.
• Must have very strong analytical and problem-solving skills.
• Must have strong technical skills.
• Must have verifiable active listening and critical thinking skills.
• Must have recent experience and skills with ERP systems (such as Epicor, NetSuite, or similar).
• Must have strong proficiencies with MS Office applications which (Outlook, Teams, Word, Excel, SharePoint).
• Must have excellent leadership and decision-making skills and be able to collaborate with professional and friendly mannerisms.
• Must be able to lead, motivate and mentor diverse in-office and remote teams.
• Must have the ability to consistently and effectively present information and respond in a timely manner to high email/message volume, to questions or inquiries from other employees, managers, vendors, and the public.
• Must have the ability to comprehend customer and team member behaviors and can professionally and respectfully address challenges and/or diffuse and handle stressful situations if they arise.
• Must have the ability to successfully meet deadlines and prioritize workload for self and others.
• Must have excellent time management skills with the ability to work under pressure or in stressful call center environments.
• Must be dependable with an excellent attendance record.
• Must have flexibility with scheduling as needed to manage remote team members in other US states.
• Must speak, read, and write fluent English and have excellent verbal and written communication skills that are clear and consistent for conveying expectations, providing feedback and facilitating open dialogue.
• Must have a valid US Driver’s license in good standing and must maintain throughout employment.
Must be legally authorized to work in the United States.

Please note this job advertisement is not meant to be all inclusive of essential duties and responsibilities. Requirements, qualifications, competencies, tasks, essential responsibilities & duties, physical demands, and work environments which may or may not be reflected in this advertisement, are not exhaustive and may change as determined by the needs of the organization.

All employment offers are conditional and contingent upon successful completion of a Form I-9, successful completion of our pre-employment background/criminal checks, and successful completion of a pre-employment drug screening.

Merits Health Products, INC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Harassment includes, but is not limited to, offensive remarks, jokes, slurs, visual displays, physical conduct, or any other behavior that creates an intimidating, hostile, or offensive work environment.

This policy applies to all employees and applicants, as well as contractors, interns, volunteers, and any others conducting business with or on behalf of Merits Healthcare Products, INC. It applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

This policy prohibits all forms of harassment and retaliation for reporting or participating in EEO-related investigations or complaints. Any employee who violates this policy may be subject to disciplinary action up to and including termination.

Merits Healthcare Products, INC encourages employees to report all incidents of harassment to a member of management and/or the HR department. All reports are treated seriously, handled confidentially to the extent possible, and investigated promptly and fairly. When necessary, corrective action will be taken to stop the conduct and prevent its recurrence.

Managers and supervisors are expected to model inclusive behavior, promptly address inappropriate conduct, and report concerns to HR. They are instrumental to ensure that the work environment remains free of discrimination and harassment.

All employees are expected to read, understand, and comply with this EEO Policy. Acknowledgment of this policy may be required during onboarding and periodically throughout employment.