What are the responsibilities and job description for the Sales Support Supervisor position at DirectMed Imaging?
Company Overview
At DirectMed Imaging, we're more than just a medical parts company - we are mission-driven innovators with an unwavering commitment to extending the life of critical diagnostic imaging technologies, reducing healthcare waste, lowering diagnostic imaging equipment costs, and improving patient access to quality care.
We offer an extensive array of imaging parts, engineer training courses, and customer support services in the US and abroad to ensure that medical facilities and service providers have access to top-notch equipment and expertise to keep their operations running.
If you would like to help us become the most trusted resource in aftermarket diagnostic imaging equipment - keep reading!
The Opportunity
We are looking for a Sales Support Supervisor to lead a team, exclusively supporting one of our key clients under a fixed monthly billing agreement. The team is responsible for order fulfillment, sourcing parts, processing warranty claims, overseeing inbound and outbound logistics and ensuring an overall positive customer experience. As the Supervisor, you have the additional responsibility of guiding the individual team members on day-to-day operations and performance and maintaining strong communications with internal teams, external partners, and clients. If you enjoy the balance of leadership and maintaining a hands-on work effort to deliver high-quality client experiences, we would love to hear from you.
Key Responsibilities
At DirectMed Imaging, we're more than just a medical parts company - we are mission-driven innovators with an unwavering commitment to extending the life of critical diagnostic imaging technologies, reducing healthcare waste, lowering diagnostic imaging equipment costs, and improving patient access to quality care.
We offer an extensive array of imaging parts, engineer training courses, and customer support services in the US and abroad to ensure that medical facilities and service providers have access to top-notch equipment and expertise to keep their operations running.
If you would like to help us become the most trusted resource in aftermarket diagnostic imaging equipment - keep reading!
The Opportunity
We are looking for a Sales Support Supervisor to lead a team, exclusively supporting one of our key clients under a fixed monthly billing agreement. The team is responsible for order fulfillment, sourcing parts, processing warranty claims, overseeing inbound and outbound logistics and ensuring an overall positive customer experience. As the Supervisor, you have the additional responsibility of guiding the individual team members on day-to-day operations and performance and maintaining strong communications with internal teams, external partners, and clients. If you enjoy the balance of leadership and maintaining a hands-on work effort to deliver high-quality client experiences, we would love to hear from you.
Key Responsibilities
- Create a high-performance team environment through effective daily operations management, ensuring consistent client satisfaction and contract adherence
- Coordinate with sales support specialists to process parts orders, source from suppliers when inventory is insufficient, manage warranty claims, and oversee inbound and outbound logistics
- Analyze consumption trends against forecast and maintain optimal inventory levels
- Provide leadership and guidance to the team, ensuring performance aligns with contract expectations
- Serve as the primary contact for all matters related to the dedicated contract your team is supporting; resolve escalations and maintain client satisfaction
- Monitor performance of after-hours coverage, ensuring product delivery for next flight out (NFO) orders or down site situations are fully resolved
- Develop and implement process improvements to enhance team efficiency and client experience
- Prepare and present reports on contract performance, team performance, and inventory trends
- Maintain accurate records in the company's ERP system and generate reports as needed
- Collaborate with other departments and team members to optimize workflows and meet performance targets
- Maintain our ISO 13485 compliance by following processes and relevant work instructions. You may be asked to create, review, and update work instructions related to your role to support clear and streamlined workflows
- 2 years of supervisory experience; leading a small team in procurement, supply chain management, customer service, or a related field.
- 3 years of hands-on experience in order fulfillment, logistics, or supply chain management
- Excellent organizational and problem-solving capabilities
- Excellent verbal and written communication skills
- Ability to communicate effectively with internal team members at all levels, vendors, and clients
- Willingness to be hands-on and work closely with team members
- Ability to maintain strong performance in high-pressure situations
- Strong organizational skills and attention to detail
- Ability to manage time-sensitive situations and provide after-hours support as required
- Proficient in Microsoft Office Suite, especially Excel
- ERP and CRM system knowledge and experience, Microsoft Dynamics is a plus
- Willingness to work within a defined quality management system and a passion for continuous improvement
- Industry-leading products and service
- Work hard, and have fun doing it
- Incredibly fast growth means limitless opportunity
- Flexible and dynamic culture
- Work alongside some of the most talented and dedicated teammates
- Competitive base salary with an excellent commission structure
- Great benefits package including healthcare, dental, vision, 401k, paid time off, and business expense reimbursement
