Customer Support Team Lead – North LATAM

About the role

As a Customer Support Team Lead for North LATAM, you will guide a team of Remote Service Engineers to deliver high‑quality technical support for healthcare systems. You will combine technical expertise with people leadership to ensure reliable service and improve patient care.

Key responsibilities

• Lead and coordinate a team of Remote Service Engineers serving customers across North LATAM.
• Provide advanced remote troubleshooting and resolution for healthcare technologies.
• Act as the escalation point for complex technical issues and customer concerns.
• Monitor team performance, service quality, and customer satisfaction to drive service excellence.
• Prioritize workload, manage cases, and execute operations to meet service targets.
• Coach and develop team members, fostering technical expertise and continuous improvement.
• Collaborate with other support functions to ensure seamless customer experiences.
• Identify and implement process improvements, knowledge‑sharing initiatives, and efficiency gains.
• Promote a culture of accountability, collaboration, and customer‑centricity.

Required profile

• Experience in technical or customer support, service operations, or healthcare technology environments.
• Proven ability to handle escalations and solve complex technical problems.
• Previous experience leading, mentoring, or coordinating technical teams (preferred).
• Bachelor’s degree or technical/vocational education in Engineering, IT, Biomedical Engineering, Health Sciences, Computer Science, or related field; equivalent experience considered.
• Fluent Spanish and advanced English required; Portuguese a strong plus.
• Experience with healthcare IT solutions, medical devices, imaging systems, or clinical environments preferred.
• Familiarity with service‑management practices and KPI‑driven environments advantageous.

Required skills

• Healthcare IT solutions
• Medical devices
• Imaging systems
• Service management practices