Customer Support Supervisor
WaveMark - Concord, MA

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Relocation Assistance Is Not Available for this Position

Please include salary requirements with your cover letter/resume.

WaveMark, headquartered near Boston, Massachusetts, is the market leader in real-time healthcare supply chain innovation. Our solutions leverage RFID, cloud, and mobile technologies to bring quality, financial, and operational transformation into the healthcare supply chain. From real-time RFID smart cabinets in hospitals to mobile apps for global medical suppliers, WaveMark’s flexible technology portfolio solves critical challenges in healthcare.

In this role you will lead a team of professionals who are obsessed with customer service and the need to exceed the expectations of internal and external customers. As the Supervisor of the Customer Support Department you are responsible for instilling and fostering this customer service obsession within each member of your staff. You embrace every opportunity to drive a culture of customer advocacy throughout the organization. You refuse to accept anything less.

The Customer Support Supervisor is responsible for ensuring that customer calls, e-mails and other requests (internal and external) are resolved correctly and in a timely fashion. In this role you will ensure that customer issues are acted upon and documented appropriately. This is a “hands-on” role that requires you to master the WaveMark products and services and then to use that knowledge to resolve complex customer problems. You will use what you have learned from previous customer interactions to continuously improve our customer support capabilities. You are not the type of person that sees what’s in place and accepts it, rather you look for every opportunity to enhance or improve process, systems and people capabilities.

Your passion for excellence will drive you to identify and monitor metrics to ensure that departmental performance meets high standards of customer responsiveness. You will mentor staff members that need additional assistance to succeed and you will be responsible for establishing coverage schedules that provide the high quality coverage and technical expertise that our customers expect.

Desired Skills & Experience

- A Bachelors degree is desired however experience in lieu of a degree will be considered.
- 6+ years of professional experience in a customer facing position, of which at least 2 have been in a supervisory or management role.
- You must possess high energy, lead by example, be a quick learner, and take great pride in your work product
- Strong, proven communication skills, verbal and written.
- Experience in a healthcare or technical environment strongly preferred as is experience with - - Salesforce software.
- MS Office (Word, Excel, PowerPoint) proficiency required.

WaveMark is dedicated to the healthcare industry and is a leading provider of real-time healthcare supply chain solutions, focusing on inventory management and supply chain optimization. WaveMark provides actionable, real-time information on the movement and usage of health care supplies and implantable devices. Committed to a more efficient supply chain, WaveMark uses RFID and barcode-enabled solutions and a robust cloud computing platform to help hospitals, IDNs, medical device suppliers, and distributors ensure patient safety, eliminate manual processes, reduce costs and streamline workflows. WaveMark’s clinical and field inventory solutions offer product-level visibility and highly effective inventory control, which support regulatory compliance and provide a rapid return on investment.

TobinConnex, a Boston based HR consutling firm, has been engaged by WaveMark to help them identify and hire the right person to fill this critical role. TobinConnex is focused on enhancing the effectiveness of small and mid-sized organizations by helping them achieve their business objectives via offering a full range of tactical and strategic HR services.

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Since its’ inception in 2000 TobinConnex has been working with the management teams of small and mid-sized companies to enhance the...