Product Support Supervisor

Medline Industries, LP • Northfield, IL

11d • $67,000 - $101,000

About The Position

Supervise daily activities and output of the team charged with supporting the sales force via email and phone calls, developing research documentation, compiling reporting, and identifying/communicating improvement recommendations.

Requirements

• Bachelor’s degree.
• At least 2 years as a Product Support Specialist or similar role in healthcare organization.
• 2 years of management experience, including the development, training and assignment of work to members of a team.
• Advanced skill level in enterprise software (SAP preferred).
• Experience presenting to various levels of an organization.
• Experience developing ways of accomplishing goals with little or no supervision, depending on oneself to complete objectives and determining when escalation of issues is necessary.
• Intermediate level skill in Microsoft Excel (for example: using SUM function, setting borders, setting column width, inserting charts, using text wrap, sorting, setting headers and footers and/or print scaling).

Responsibilities

• Manage the day-to-day tasks of the team including, but not limited to, creation/maintenance of items, product cross requests, scheduling various activities, assigning projects, managing overtime schedules and ensuring team performance metrics are tracked and achieved.
• Ensure timely communication with direct reports and follow up on overall progress by offering coaching and additional training in areas for which objectives are not being met.
• Based on feedback, oversee and prioritize daily workloads to meet deadlines.
• Provide in-depth knowledge and support to various internal departments and team members.
• Respond to escalated issues or questions.
• Oversee the collection, review and file maintenance of all documentation relating to Product Support Distributed, provide reports for month end/weekly processing, and collaborate in the management of product training for the team.
• Ensure all incoming customer/sales requests are reviewed/resolved or assigned to the appropriate group within 24 hours.
• Ensure department Standard Operating Procedures (SOPs) are current and adhered to teamwide.
• Facilitate and/or participate in divisional meetings in the absence of Operational Leadership.
• Responsible for hiring staff, evaluating compensation packages, writing/delivering performance reviews, training/development of staff, and estimating personnel needs.

Benefits

• Medline Industries, LP, and its subsidiaries, offer a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
• Our benefit package includes health insurance, life and disability, 401(k) contributions, paid time off, etc., for employees working 30 or more hours per week on average.
• For roles where employees work less than 30 hours per week, benefits include 401(k) contributions as well as access to the Employee Assistance Program, Employee Resource Groups and the Employee Service Corp.
• We’re dedicated to creating a Medline where everyone feels they belong and can grow their career.
• We strive to do this by seeking diversity in all forms, acting inclusively, and ensuring that people have tools and resources to perform at their best.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees