Join our team at the Techlab site, part of the SSI Diagnostica Group, as a Customer Service Team Supervisor and help shape the future of healthcare technology. We are seeking multiple candidates that are experienced leaders to oversee our US based Customer Service team and support the medical device industry. This is an opportunity to contribute to meaningful innovations in a collaborative environment focused on improving patient outcomes.

About Us

We are a global company specializing in the design, development, and manufacture of IVD medical device kits. Our mission is to improve patient outcomes and transform healthcare delivery through technology and a commitment to quality. Our portfolio includes solutions for infectious disease, respiratory conditions, and blood-borne illnesses. We foster a culture of collaboration, continuous learning, and professional growth.

The Opportunity 

As a Customer Service Team Manager, you’ll lead a dedicated team that serves as the frontline connection to our customers across TECHLAB and other SSI Diagnostica Group companies. You’ll ensure that every interaction is handled with clarity, care, and efficiency—while also rolling up your sleeves to support daily operations. This is a hands-on leadership role where you’ll guide, support, and elevate the team experience.
You’ll report directly to the Director of US Distribution and Commercial Operations and collaborate closely with our Denmark-based team supporting SSI Diagnostica products.

Key Responsibilities 

• Lead and support the Customer Service across TECHLAB and other SSI Diagnostica Group companies.
• Coordinate with our Denmark-based team to ensure seamless global service.
• Manage team schedules, approve PTO and timecards, and conduct annual performance reviews.
• Monitor shipments and provide regular updates to leadership.
• Facilitate daily team calls with operations and shipping departments.
• Handle escalated customer issues with professionalism and urgency.
• Support intercompany integration efforts as needed.
• Actively participate in daily customer service tasks, including:
  - Responding to inquiries via phone and email.
  - Processing orders and providing timely follow-up (e.g., shipping confirmations).
  - Quoting prices, resolving account issues, and updating customer databases.
  - Acting as a customer advocate across departments.

Qualifications and Experience 

• Associate degree or equivalent experience.
• 3+ years in customer service.
• 3+ years in a leadership or supervisory role.

Preferred Qualifications

• Experience with Salesforce.com and/or Sage X3.
• Strong communication skills; foreign language proficiency is a plus.
• High attention to detail and ability to handle confidential information.
• Flexible and adaptable to changing schedules.

Location and Work Policy

This role is fully remote. Travel may be required at times depending on project needs.

We are an equal opportunity employer and value diversity. We do not discriminate based on sex, race, color, religion, national origin, gender identity or expression, sexual orientation, age, disability, pregnancy, status as a veteran or any other class protected by law.