At Globus Medical, we move with a sense of urgency to deliver innovations that improve the quality of life of patients with musculoskeletal disorders. Our team is inspired by the needs of these patients, and the surgeons and healthcare providers who treat them. We embrace a culture of exceptional response by partnering with researchers and educators to transform clinical insights into tangible solutions. Our solutions improve the techniques and outcomes of surgery so patients can resume their lives as quickly as possible.

Position Summary:

The Assistant Manager, Customer Support is responsible for ensuring the Customer Service department functions efficiently on a daily basis. The position requires the individual to be a team player with the ability to function well in a challenging and fast-paced environment. Must be enthusiastic, display a positive and professional work attitude, possess excellent team leadership/coaching abilities and have strong skills in areas of dependability, flexibility and maturity. Routinely handle all corporate and personnel confidential information in a discreet, professional manner. The Assistant Manager, Customer Support reports directly to the Customer Support Manager.

Essential Functions:

• Work with the Customer Support Manager in maintaining a cohesive Customer Service Department which meets all internal and external customer needs consistently.

• Effectively assist in the supervision of the Sales Support employees by adhering to policy, providing guidance and clear direction, coaching and training to overcome deficiency and achieve employee/team success.

• Ensure that all requests are processed accurately and on time; research and resolve any issues.

• Analyze team workload and track performance of Sales Support Associates.

• Accountable for customer complaints and ensure their resolve with 100% customer satisfaction and operate within company’s guidelines and Quality Policy.

• Ensure that the Department has continuous coverage and provide back-up coverage as needed.

• Provide Customer Service reports and data analysis.

• Communicate all product concerns to VP Operations, Director of Quality, and Group Engineering Managers.

• Follow all procedures outlined in Globus Medical’s Quality Policy and ensure that the Customer Service department is in total conformity with the FDA and other government agencies.

• Represent the company in a professional manner to regulatory bodies, Medical Board of Directors, Clinical Investigator Groups, Surgeons, and Sales.

• Participate in management meetings on strategic initiatives and business planning.

• Special projects and duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Qualifications:

• Five (5) years of previous experience in a customer service supervisory role, preferably in a medical device company

• Bachelor’s degree preferred

• Advanced knowledge of Windows & Microsoft Office

• Excellent verbal and written communication skills

• Ability to prioritize effectively to meet deadlines

Physical Demands:

The physical demands listed here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Required to sit; climb or balance; and stoop, kneel, crouch or crawl.

• Required to regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

• Required to possess specific vision abilities, including close vision, distance vision, color vision, peripheral vision, depth perception and capacity to adjust focus.

Our Values:

Our Life Moves Us philosophy is built on four values: Passionate About Innovation, Customer Focused, Teamwork, and Driven.

• Passionate about Innovation: Improving patient care by delivering advanced technology to our customers is at the core of what we do. We are passionate in our role in improving the lives of patients by continuously developing better solutions.

• Customer Focused: We listen to our customers’ needs and respond with a sense of urgency.

• Teamwork: Working together, anything is possible. We value every person on our team and treat each other with respect. We are accountable to one another and support each other. Together, we make each other stronger.

• Driven: We pursue our mission with energy and passion. We are nimble, results-oriented and decisive. We overcome obstacles that arise in our quest to deliver solutions that will improve the lives of our customers and patients.

Equal Employment Opportunity:

Globus Medical is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, marital status, pregnancy, national origin or citizenship. We are committed to a diverse workforce. We value all employees’ talents and support an environment that is inclusive and respectful.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.