Technical Support Supervisor

Description

**Learn about our story!** At Imex, we believe innovation is the key to a healthier future. We are an innovative company with a strong presence in the healthcare and technology market. With over 20 years of history, we are specialists in this segment, and our mission is to transform the healthcare sector through high-quality medical equipment—both for human and veterinary use—across all of Brazil. Here, we value commitment to results and collaboration among people. We value dedication, diversity, and authenticity of each individual, and we believe that when everyone grows together, the impact is even greater. **What will be your role?** As a **Technical Support Supervisor**, you will lead and coordinate technical support team operations, ensuring efficiency, quality, and responsiveness in customer service. Your role will be fundamental in guaranteeing the proper functioning of support processes, always striving for excellence in service delivery and the best possible customer experience. **Responsibilities and duties** **What will your day-to-day look like?** * Lead technical support teams (L1/L2), service desk, technical support, or field operations; * Organize routines, distribute tasks, monitor productivity, train, guide, and evaluate team performance; * Monitor ITIL-based support processes—especially incident management, service requests, problem management, SLA compliance, prioritization, and escalation; * Manage critical incidents—particularly those involving equipment downtime—with the ability to prioritize, engage relevant departments, track action plans, and provide visibility to management; * Work on problem management, root cause analysis, action plans, and reduction of recurrence; * Manage service tickets, queues, criticality levels, backlog, resolution time, recurrence, and resolution quality; * Integrate L1, L2, field teams, spare parts, laboratory, engineering, quality, and management; * Use ITSM, service desk, CRM, or other customer service systems; * Monitor KPIs such as SLA, MTTR (Mean Time to Resolve), MTBF (Mean Time Between Failures), FCR (First Contact Resolution), backlog, productivity, recurrence, equipment downtime, license status, and customer satisfaction. **Requirements and qualifications** **To make your story happen here, you must master the following:** * Hands-on, firm, and close leadership of teams; * Organization, methodology, and discipline in operational oversight; * Sense of urgency for critical incidents without losing control or prioritization; * Clear communication with technical, administrative, management, and customer stakeholders during critical situations; * Analytical ability to identify bottlenecks, deviations, recurrences, and root causes; * Ownership mindset toward support operations, field activities, equipment downtime, and critical controls; * Resilience to handle pressure, conflicts, urgent demands, and simultaneous tasks. **Now, if you want to stand out, it’s good to have…** * Experience with medical devices, electromedical equipment, field service, or highly complex technical products; * Experience managing field teams—including technical allocation, service prioritization, travel coordination, spare parts logistics, and on-site execution tracking; * Experience or familiarity with operational license management for equipment/systems—including validity, activation, renewal, blocking, traceability, and impact on service delivery; * Experience implementing or improving technical support processes. **Additional information** **What do you gain by joining our story?** * Work in an innovative environment with strong potential for professional growth; * PJ contract (individual contractor agreement). **Work location and format:** Head office, São José \- SC. On-site. If you seek a dynamic workplace that values employee growth and development, join the largest national company in medical imaging diagnostics. Let’s improve healthcare in Brazil—together!