Customer Tech Support Manager

Title: Customer Tech Support Manager (WORD version )

Industry: Medical Instruments

Function: Customer Support

Value-Added Results Performance Standards

Satisfied customers • Based on call workload, no more than 20–25 complaints/month about timely response or quality of advice.
• Based on call workload (10,000), 2500–3200 calls INSTAT/month.

• 90%–95% of calls responded to in less than 30 minutes.

Solved problems • No more than 10%–12% of contacts referred to Service.

New product troubleshooting techniques
• IMMAGE

• LX-20
• Product training is done "just-in-time" to support customer placements.
• Phone troubleshooting checklist is written and available for common failure modes/product lien documents.

Optimized phone system • No more than 5%–7% abandoned calls.
• Customers say they are satisfied with the ability to get a specialist or leave a message without long hold or queue times.

Compliance with ISO 9001 • No significant or un-solved nonconformances.
• No nonconformances that would jeopardize the Company’s overall compliance.

• No more than 2 other non-significant nonconformances.

Controllable expenses managed within available budget • Location #1 at or below $XX.
• Location #2 at or below $XX.

• Less than 200–250 hours of overtime/month (holidays excluded).

Productive and motivated employees • Manager is satisfied with employees:
• Commitment to assigned duties.

• Customer service quality skills.

• Technical expertise and continuous learning process.

• Sense of ownership of problem/resolution process.

• Follow-through.

Value-Added Results	Performance Standards
Satisfied customers	• Based on call workload, no more than 20–25 complaints/month about timely response or quality of advice. • Based on call workload (10,000), 2500–3200 calls INSTAT/month. • 90%–95% of calls responded to in less than 30 minutes.
Solved problems	• No more than 10%–12% of contacts referred to Service.
New product troubleshooting techniques • IMMAGE • LX-20	• Product training is done "just-in-time" to support customer placements. • Phone troubleshooting checklist is written and available for common failure modes/product lien documents.
Optimized phone system	• No more than 5%–7% abandoned calls. • Customers say they are satisfied with the ability to get a specialist or leave a message without long hold or queue times.
Compliance with ISO 9001	• No significant or un-solved nonconformances. • No nonconformances that would jeopardize the Company’s overall compliance. • No more than 2 other non-significant nonconformances.
Controllable expenses managed within available budget	• Location #1 at or below $XX. • Location #2 at or below $XX. • Less than 200–250 hours of overtime/month (holidays excluded).
Productive and motivated employees	• Manager is satisfied with employees: • Commitment to assigned duties. • Customer service quality skills. • Technical expertise and continuous learning process. • Sense of ownership of problem/resolution process. • Follow-through.