Remote Care Supervisor

About the role

The Remote Care Technical Support (RCTS) Supervisor leads a team of technical support agents who provide guidance and troubleshooting for Merlin.net remote‑care products to clinicians, patients, and internal departments. The role ensures timely, high‑quality responses via phone and email and maintains a safe, customer‑focused work environment.

Key responsibilities

• Hire, retain, and develop a diverse, highly qualified technical support staff.
• Coach, mentor, evaluate, and manage performance of team members and subcontractors.
• Monitor staff and equipment to guarantee technical capability, quality, efficiency and effectiveness.
• Identify, track, and characterize new product issues; communicate appropriate messages to the field.
• Escalate and resolve complex calls, collect information for product development troubleshooting.
• Serve as liaison between RCTS and internal departments (Change Control Board, shipping, customer service, marketing, technical meetings).
• Participate in a rotating 24‑hour on‑call schedule to support escalated customer calls.
• Document complaints via Field Contact Reports and forward them to the Product Performance Group.

Required profile

• Proven experience leading technical support or similar teams.
• Strong ability to coach, mentor, and develop staff.
• Commitment to safety, quality, and continuous improvement.
• Excellent communication skills for internal and external stakeholders.
• Ability to work in a fast‑paced, remote‑care environment.

Required skills

What we offer

• Career development opportunities within a global healthcare leader.
• Comprehensive health plan, life insurance, tuition assistance, stock purchase plan.
• Associación Solidarista, cafeteria subsidy, free parking.
• Recognition as a great place to work and commitment to diversity and inclusion.