• Plan, organize, schedule and supervise the day-to-day Technical Assistance Center operations in assigned area of responsibility. • Lead, manage, develop, train and review performance of staff. • Provide timely reporting to Arthrex Leadership regarding the overall performance of the Technical Support Representative Team. • Establish appropriate individual goals per the Key Performance Indicators of the Global Service & Repair organization. • Measure and maintain customer satisfaction. • Ensure all team member issues and concerns are addressed in a timely manner, encourage involvement from all team members and foster a positive team environment. • Manage and schedule training and development for team. • Develop and maintain department policies, procedures, and processes. • Collaborate with other Arthrex departments such as Sales, Product Surveillance, and Product Management to ensure escalated customer requests are resolved to the customer’s satisfaction. • Identify and implement process improvements that enhance customer experience and /or meet future business needs. • Deliver annual Performance Reviews and maintain records of their team. • Work in partnership with Technical Support manager in hiring decisions. • Required to work flexible hours as needed to support customer needs.