Technical Support Team Lead
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