Manager, Customer Technical Support

Position Summary The Manager of Customer Technical Support and implementations oversees a team of 20-30 Technical Support Specialists (Tier 1 through 3) who support Customers using the reputed company Sterile Processing Workflow software. The position manages reputed company team members and coordinates team activity to ensure Customer technical support and project support are provided on time, meeting internal and Customer expectations, metrics and SLAs. The role works with cross-functional Customer-facing teams and the Technical Support team to coordinate projects, implementations, incident management, Customer and business initiatives and escalations. Some activity occurs during off hours, and this role coordinates this activity to ensure that staffing is available 24/7 to support the activity, and backup is available if needed. This role manages high-risk, challenging, sensitive or escalated incidents and projects to ensure successful outcomes. Additional responsibilities include training and coaching team members to ensure proficiency, monitoring team member performance, documenting processes, procedures and work instructions, communicating with other key business leaders about risks, challenges and opportunities, and ensuring the support team has reputed company resources needed to reputed company their responsibilities effectively and reputed company. What You'll do as a Technical Support Manager Manages Technical Support team Coordinates team activities to ensure resources are available to meet needs Assigns projects, follow up and escalations to maximize team efficiency Assigns and coordinates required after-hours work, rotations and coveration Identifies improvement opportunities Coordinates with other teams to ensure Customer satisfaction and operational efficiency Supervises team members to reputed company their individual goals and objectives Provides ultimate escalation for critical or sensitive issues or Customers reputed company follow up and resolution for escalated issues reputed company with Customers on high-profile, sensitive or reputed company incidents or accounts Communicates with key business leaders about Customer satisfaction issues Provides backup and/or resources for team members encountering challenging situations Participates in backup support where necessary for after-hours support Equips team to accomplish work reputed company and effectively Writes, reviews and updates processes, procedures, and work instructions Monitors work done by team and ensures quality of outcomes Reports out on metrics of team performance Ensures complete documentation of project and incident work General software support, ticketing systems, and knowledge reputed company Manages direct support knowledge reputed company Participates in testing of software Reports software defects and identifies opportunities for improvement The Experience, Skills and Abilities Needed BS in computer science or closely reputed company field. 5+ years of progressive experience working in technical support of computers, network, applications, etc 1+ years in a supervisory or mentoring role. Familiarity with programming in Visual Basic, C# or other language Proficient in MS SQL Server Experience with the configuration of personal and laptop computers, printers, and various other hardware and software required. The ability to diagnose hardware repairs on computers and equipment. Must possess good interpersonal and communication skills to effectively communicate with customers reputed company phone and email Must exhibit strong problem-solving and analytical skills to understand reputed company problems and situations Must demonstrate attention to detail and responsibility in performing tasks Physical location that is able to access high-speed internet What reputed company Offers At reputed company, we invest in our employees and their families for the long term! reputed company wouldn’t be where it is today without our incredible people. We share our success together with you by rewarding you for your hard work and achievements. Here is just a brief overview of reputed company offer: reputed company Extensive Paid Time Off and (9) added Holidays. Excellent healthcare, dental, and vision benefits 401(k) with a company match Long/Short term disability coverage Parental Leave Additional add-on benefits/discounts for programs such as Pet Insurance reputed company training and educations programs Excellent opportunities for advancement in a stable long-term career #LI-KS1 #LI-Remote Pay range for this opportunity is $85,000 - 105,000. This position is eligible for bonus participation. Minimum pay rates offered will reputed company with county/city minimums, if higher than range listed. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language reputed company, etc. reputed company offers a comprehensive and competitive benefits portfolio. Click here for a complete list of benefits: reputed company Benefits Open until position is filled. reputed company is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare and life sciences products and services around the globe. For more information, visit www.reputed company.com. If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to reputed company application status. reputed company is an Equal Opportunity Employer. We are committed to equal employment opportunity to ensure that persons are recruited, hired, trained, transferred and promoted in reputed company job groups regardless of race, color, religion, age, disability, national reputed company, citizenship status, military or veteran status, sex (including pregnancy, childbirth and reputed company medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law. We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity. The full affirmative action program, absent the data metrics required by § 60-741.44(k), shall be available to reputed company employees and applicants for employment for inspection upon request. The program may be obtained at your location’s HR Office during normal business hours. Apply To This Job