Technical Support Operations Manager

A leading global medical device company is looking for a Global Technical Support Manager to lead and optimize international Tier 2–3 technical support operations for the company’s products worldwide.

This is a key global role combining technical support leadership, CRM process management, SLA governance, escalation management, service analytics, knowledge management, and global training.

Key Responsibilities:

• Manage global technical support queues and service workflows in the CRM system across multiple regions.
• Define, monitor, and improve SLA, escalation, and Tier 2/Tier 3 support processes.
• Track service availability and ensure fast response to critical customer-impacting issues.
• Build and maintain reports and dashboards for global service KPIs, including MTTR and FTFR.
• Analyze service data and identify trends, gaps, and improvement opportunities.
• Standardize technical case documentation, troubleshooting records, and resolution processes.
• Manage and develop the global Knowledge Base.
• Create and implement technical documentation, training materials, and enablement programs for global support teams.
• Lead certification and training processes for technical support teams worldwide.
• Coordinate remote teams across multiple countries and time zones.
• Work closely with global Service, Engineering, Quality, Operations, and Product teams.

Requirements:

• 6+ years of experience leading technical service operations, Tier 2/Tier 3 support teams, or technical support processes.
• Experience working with global or remote teams.
• Strong hands-on experience with enterprise CRM systems, including workflows, service processes, and automation.
• Experience building dashboards, reports, and analyzing service/support data.
• Strong English communication skills — written and verbal.
• Experience writing and implementing technical documentation, troubleshooting guides, and training materials.
• Technical understanding of hardware systems, electro-mechanical equipment, medical devices, or manufacturing environments.

Strong Advantages:

• Experience in the medical device / medical equipment industry.
• Experience managing global SLA and complex escalation processes.
• Experience managing an organizational Knowledge Base.
• Familiarity with service KPIs such as MTTR, FTFR, SLA compliance, case resolution time, and escalation rate.
• Experience leading global training or certification programs.