Technical Support Team Lead

Description

Be the Go-To Expert for a High-Performing Support Team

At Johnson Health Tech North America, delivering a best-in-class customer experience starts with having knowledgeable people who are passionate about solving problems and helping others succeed. We're looking for a Technical Support Team Lead to serve as the primary technical resource for our Customer Technical Support team, providing guidance, expertise, and support to both our frontline agents and customers.

This is an ideal opportunity for someone who enjoys troubleshooting complex issues, mentoring peers, collaborating across departments, and making a direct impact on both customer satisfaction and team success. While this is not a supervisory role, you'll play a critical leadership role within the department as a trusted resource and subject matter expert.

What you'll do:

As a Technical Support Team Lead, you'll serve as the bridge between frontline support teams, internal departments, service providers, and customers by:

• Acting as the first point of contact and technical expert for Customer Technical Support agents
• Assisting team members with complex troubleshooting, diagnostics, and customer situations
• Researching and resolving escalated product, service, and technical issues
• Supporting customers, technicians, and business partners through effective communication and follow-up
• Guiding agents on processes, procedures, and best practices to ensure consistency and quality
• Monitoring team activity and helping frontline agents stay on track with schedules, priorities, and workloads
• Coordinating with internal departments to drive resolution on customer concerns
• Creating parts orders, scheduling service technicians, and gathering necessary billing information
• Maintaining accurate customer records and case documentation
• Supporting service provider requests and helping facilitate successful service outcomes
• Identifying opportunities for process improvements and sharing recommendations with leadership
• Providing backup support to customer-facing queues when business needs require

What Success Looks Like

In this role, you'll be successful when you:

• Become a trusted technical resource for the Customer Technical Support team
• Help resolve customer issues quickly, accurately, and professionally
• Maintain strong relationships with internal partners and service providers
• Support team performance through coaching, collaboration, and knowledge sharing
• Contribute to operational improvements that enhance the customer experience
• Help the team consistently achieve key service and quality metric

Requirements

What We're Looking For:

Required Qualifications

• High school diploma or equivalent
• 12-18 months of Customer Technical Support experience with Johnson Health Tech North America
• Experience utilizing Microsoft Office applications, CRM platforms, and SAP
• Strong written and verbal communication skills
• Ability to work on-site as required by business needs

Preferred Qualifications

• Previous mentoring, coaching, lead, or supervisory experience
• Experience working with third-party service or portal integrations
• Experience supporting technical troubleshooting and customer issue resolution in a fast-paced environment

What Makes You a Great Fit

You may be a strong candidate if you are:

• A natural problem solver who enjoys diagnosing and resolving complex issues
• Comfortable being the person others turn to for guidance and support
• Collaborative and effective at building relationships across teams
• Highly organized with exceptional attention to detail
• Calm and professional under pressure
• Accountable, dependable, and motivated to see problems through to resolution
• Adaptable and comfortable in a fast-paced environment where priorities can change quickly
• Passionate about continuous learning, process improvement, and helping others succeed

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:

• Health & Dental Insurance
• Company paid Life Insurance
• 401(k)
• Paid Time Off benefits
• Free access to our state-of-the-art onsite workout facility
• Product discounts
• Wellness programs

Equal Opportunity Employer, including Veterans and Individuals with Disabilities.