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Senior Manager, Technical Support (Field/Technical support of products)

Date:  May 4, 2026
Category:  Operations
Location: 

Union City, CA, US, 94587-1234

About Company

Mizuho OSI is the leader in the markets for specialty surgery and patient positioning. The company’s portfolio includes specialty surgical tables for procedure-specific approaches that improve patient outcomes in spine and orthopedic surgeries along with disposable and reusable surgical patient care products.

 

Job Summary

 

The Senior Manager, Technical Support oversees the efficiency and effectiveness of Mizuho OSI’s technical service department. This role implements strategies to enhance customer experience, streamline processes, and ensure that customer inquiries and issues are resolved promptly and accurately. The manager leads a team of technical service representatives, develops performance metrics, and utilizes data to identify trends and areas for improvement. By fostering a positive and productive work environment, the Senior Manager, Technical Support plays a crucial role in maintaining high levels of customer satisfaction and loyalty.

Please note: this position focuses on technical service and support for physical products/equipment rather than information technology infrastructure. 

 

Responsibilities:

  • Monitor, evaluate, and improve technical service representatives’ performance.
  • Develop, implement, and uphold customer service policies, procedures, and standards.
  • Handle and resolve complex or escalated customer service issues.
  • Collaborate with cross‑functional departments to align technical service with business objectives.
  • Train and onboard new technical service representatives.
  • Analyze customer feedback and service metrics to drive data‑informed decisions.
  • Prepare and present customer service performance reports to senior management.
  • Design and execute strategies to enhance customer satisfaction and loyalty.
  • Manage the technical service budget and allocate resources effectively.
  • Stay current with industry trends and best practices to drive continuous improvement.
  • Facilitate regular team meetings to promote communication and issue resolution.
  • Utilize Salesforce.com and generative AI tools to track, manage, and enhance customer interactions.
  • Develop, implement, and oversee technical service training programs.
  • Ensure compliance with applicable legal, regulatory, FDA, GMP, and ISO 9001 requirements.
  • Partner with IT to maintain, optimize, and upgrade technical service systems.
  • Schedule shifts and manage staffing levels to meet service demand and performance targets.
  • Conduct performance reviews and provide coaching and development guidance to team members.
  • Address and resolve team dynamics, performance concerns, and personnel issues.
  • Coordinate the intake, recording, dispatching, and processing of field service requests to ensure timely and accurate customer support.
  • Implement and oversee compliant complaint and service data management in accordance with FDA, GMP, and ISO 9001 requirements.
  • Collaborate cross‑functionally to investigate customer complaints and authorize corrective actions involving time, labor, or commercial adjustments as appropriate.
  • Evaluate and prepare Technical Support operations for new product introductions, including training, staffing, tooling, and infrastructure readiness.
  • Anticipate and mitigate internal and external risks impacting after‑sale service effectiveness and customer satisfaction.
  • Understand Mizuho OSI’s business objectives and the relationship between the Department and those objectives; to support and follow the Corporate Vision, Mission & Values Statements, to maintain the services and quality levels set by Mizuho OSI, and to continually enable Mizuho OSI to be a great place to work.
  • Understand, follow and support Mizuho OSI’s internal Quality System policies, procedures and work instructions including but not limited to applicable external regulations (21 Code of Federal Regulations Part 820 Quality System Regulations and applicable International Standards).

 

Qualifications & Requirements:

  • Bachelor’s degree in business administration, management, or a related field with at least seven (7) years of experience in customer service or operations management. A minimum of three (3) years leadership experience, including managing both exempt and non-exempt staff, is required.
  • Proficiency with Salesforce.com and other CRM software.
  • Strong working knowledge in Microsoft Office 365, specifically in Word, PowerPoint, Excel, and Outlook.
  • Experience leveraging generative AI tools to improve customer service processes, automate responses, or analyze customer feedback
  • Proven track record of successfully managing and leading a technical service team.
  • Strong understanding of customer service metrics and KPIs.
  • Excellent problem-solving and conflict resolution skills.
  • Outstanding verbal and written communication skills.
  • Ability to adapt to changing work priorities, and ability to maintain good working relationships while dealing appropriately with sensitive and confidential matters and with a wide variety of personal contacts.
  • Extremely organized, detail oriented, and the ability to meet deadlines and deliver on commitments.
  • Ability to display positive teamwork across business functions and interdepartmentally. A high level of collaboration and communication is essential in the team environment.
  • Ability to execute to a defined budget and manage within the budget.
  • Excellent customer focus with a high sense of urgency.
  • Ability to establish and accomplish goals independently and to function as a positive and productive team member.
  • Strong analytical skills with the ability to make data-driven decisions.
  • Experience in developing and implementing customer service policies and procedures.
  • Ability to handle complex and escalated customer service issues effectively.
  • Experience in training and onboarding new employees and coaching existing staff.
  • Knowledge of industry trends and best practices.
  • Familiarity with legal and regulatory requirements related to customer service.
  • Experience coordinating with IT for system maintenance and upgrades.

 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Pay Scale: $160,000 - $175,000 DOE + potential annual bonus + comprehensive benefits package

 


EOE STATEMENT

Mizuho OSI is an Equal Opportunity Employer and makes business decisions based on job related criteria only. Company policy prohibits unlawful discrimination based on race, color, religious creed, gender, religion, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition including genetic characteristics, sexual orientation, sexual identity, or any other consideration made unlawful by federal, state or local laws.

Mizuho OSI conducts criminal conviction background checks and drug screening through a third-party screening vendor which includes searches of address history, criminal convictions, court records, education verification, employment verification, and reference checks. In addition, depending on the nature of the position for which you are applying, a motor vehicle driving report, a credit report, and/or ID checks in other non-U.S. countries are also included.

Criminal conviction background checks will run after an applicant has received and accepted a conditional offer of employment. After a conditional offer is made and before any background check is performed, applicants will receive background check disclosure and consent forms under state and federal laws, such as the Fair Credit Reporting Act and the Investigative Consumer Reporting Agencies Act. Existence of a criminal record is not an automatic bar to employment. An assessment will be made about whether the conviction has a direct and adverse relationship to the job in question. No job offer will be withdrawn, and no adverse action will be taken against any employee, based on the results of a criminal conviction background check, without an individualized assessment of whether the applicant’s conviction history has  direct and adverse relationship with the specific duties of the job in question.

Top Reasons To Join The Mizuho OSI Team

• Privately held company with a tradition of market leadership and best-in-class innovation
• Fast-paced entrepreneurial culture focused on dramatically improving patient outcomes through personal empowerment
• Emphasis on continuous improvement and celebration of our values of R.E.S.P.E.C.T. and the Mizuho OSI Way.
• Create innovative solutions designed and manufactured at our HQ in Northern California

The Mizuho OSI Way

In 1978, we set out to change the way patients undergo surgery. As a Mizuho OSI customer, you can expect our commitment to the following…
• We commit to your satisfaction. If you are dissatisfied, we will strive to make it right.
• We do things the right way. We commit to hire people with competence, generosity and a caring attitude.
• We motivate our employees to use their individual strengths to provide creative solutions, changes, and innovations.
• We anticipate your needs through customer experiences, thus nurturing our relationships.

Collectively, this creates an environment that enables and inspires healthcare professionals to improve the lives of patients.
Dare to go further. Care to do more.

BENEFITS

At Mizuho OSI, we believe better solutions and decisions are born of diversity and are proudly an EEO/AA employer. We offer a comprehensive benefits package that includes: medical, dental, vision, life insurance, 401k with matching, educational assistance and more.

FOR OUR SERVICE MEMBERS AND VETERANS

Mizuho OSI values the service Veterans and their family members have given to our country and we support the hiring of returning Service Members and military spouses. If you are a Veteran or wounded warrior and would like assistance with the employment process at Mizuho OSI, please contact HR at (510) 429-1500.

FOR PERSONS WITH DISABILITIES

If you are a person with a disability or a disabled Veteran and are applying for a job with Mizuho OSI, we would like to ensure your application process goes as smoothly as possible. If you need additional assistance, information or answers to your questions, feel free to contact HR at (510) 429-1500.

EOE STATEMENT

Mizuho OSI is an Equal Opportunity Employer and makes business decisions based on job related criteria only. Company policy prohibits unlawful discrimination based on race, color, religious creed, gender, religion, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition including genetic characteristics, sexual orientation, sexual identity, or any other consideration made unlawful by federal, state or local laws.

BENEFITS

At Mizuho OSI, we believe better solutions and decisions are born of diversity and are proudly an EEO/AA employer. We offer a comprehensive benefits package that includes: medical, dental, vision, life insurance, 401k with matching, educational assistance and more.

FOR OUR SERVICE MEMBERS AND VETERANS

Mizuho OSI values the service Veterans and their family members have given to our country and we support the hiring of returning Service Members and military spouses. If you are a Veteran or wounded warrior and would like assistance with the employment process at Mizuho OSI, please contact HR at (510) 429-1500.

FOR PERSONS WITH DISABILITIES

If you are a person with a disability or a disabled Veteran and are applying for a job with Mizuho OSI, we would like to ensure your application process goes as smoothly as possible. If you need additional assistance, information or answers to your questions, feel free to contact HR at (510) 429-1500.

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