Job Description:
Team Lead Product Support, Medline India is responsible for providing World Class Customer Service to Medline's Customers and Sales Representatives across the USA. The role involves leading Product Support, Project team, and other operations teams, while also acting as an individual contributor responsible for all Divisional Support activities. This individual must have a desire to work for a fast-paced, large corporate organization. In addition to exceptional organizational and follow-up skills, you must have a Can do attitude.
Some of the responsibilities are:
- Serve as the first level of management, accountable for team performance and outcomes.
- Develop and mentor staff through onboarding, training, and performance management.
- As per the requirement, process requests and projects to strengthen domain knowledge and ensure hands on involvement in core activities.
- Step in during high-volume situations to handle requests, projects, or ad-hoc activities, ensuring operations continuity and timely delivery.
- Guide the team with clear knowledge of products, processes, and best practices to help them deliver accurate and efficient support.
- Define measurements, collate metrics to monitor and improve efficiency.
- Manage direct reports and act as the point person for communication with Medline's division leadership.
- Identify areas for process improvement with domestic and overseas support groups.
- Maintain information database and answer related queries from US stakeholders.
- Work on divisional process improvement, automation, reports, and ad-hoc projects.
- Prepare training and learning documents across the customer service function.
- Facilitate identification of KPIs and assist in performance evaluation.
- Enhance productivity metrics and identify training needs for team members.
- Ensure adherence to Medline core values and compliance standards.
- Foster a culture of continuous improvement by integrating new approaches, frameworks, and best practices
- Assist Medline India leadership in organizational initiatives, vision, and goals.
Must Have:
- Excellent communication skills to liaise with India team and US counterparts.
- Any Graduate- Pharma/ MBA.
- 59 years of experience leading a team of 58 members.
- Strong proficiency in Microsoft Excel and good understanding of Power BI.
- Ability to gather data, perform analysis, and drive process improvements.
- Highly driven and self-motivated individuals with strong analytical and problem-solving skills.
Good to Have:
- Previous experience in Laboratory, Healthcare, Medical Devices, or Pharma.
- Experience in Sales Support, Customer Service, or Data Management.
- Knowledge of SAP system.
Working Hours:
- 10.30 am to 7.30 pm daylight saving
- 11.30 am to 8.30 pm non daylight saving
Disclaimer: This position description in no way states or implies that all of the above responsibilities will be assigned to or performed by an individual holding this position. Employees must follow any other job-related instructions and fulfill any other job-related activities assigned to them by their Lead(s)/manager(s) 
