Exciting opportunity to join new team of Technical Support Manager to help redefine the technical support department for a industry leading medical device software development company.
The Technical Support Manager will have full performance management of a team of highly skilled technical support engineers who support both hardware and software implementations and issues arising with our healthcare clients.
Our software is considered the gold standard in medical imaging. We provide white glove technical support to our clients globally. The Technical Support Manager will bring current hands on technical support capabilities as well as exceptional people management skills and excellent communication skills.
The technical expertise will include expertise using Linux, Cassandar, SQL, non=SQL scripting, WAN/LAN networking and experience with high level (executive and physicians) escalations.
Your team will consist of tier I, II, and III Technical Support Engineers. You'll lead this team with application of continuous improvement in technology solutions capabilities, infrastructure, tools and systems development. Your superior communication skills will ensure formal action plans are delivered to our customers. You will manage escalations and work closely with software development, marketing, Sales, product management and other inter-department teams.
Manage team of Technical Support Engineers including recruitment, on-boarding, performance management, training, and career pathing.
Ensure team receives continuous product training, break-fix training, problem resolution training and assist with creating comprehensive TSE training programs.
Participate in resource scheduling to ensure adequate 24/7 real-time, skills-based support center operations and coverage.
Perform after hours manager on-call rotations which will require evenings and weekends, and assist on-call support staff with urgent issues they cannot resolve on their own.
Manage various customer priority case levels and situations, including problem resource management, customer communication and formal case escalations. Apply necessary manager technical and product knowledge to assist in case problem resolutions.
Lead specific/assigned Partner or customer issue meetings as Technical Support representation. Escalate situational deterioration proactively to department Director for corrective action planning.
Analyze support cases to isolate issues or trends with product or customer sites, providing weekly backup data reports to appraise leadership with creative solutions that may minimize or eliminate concerning such concerning patterns or trends.
Manage and appraise the Director of critical situations that may present risk. Demonstrate the ability to proactively assess customer and resource case activities to minimize all controllable risk factors.
Serve as the customer point of contact and write comprehensive formal “Action Plans” for those customers who are at risk or, where our case escalation policy timeline has failed to produce the desired resolution. Serve as the primary customer communicator both verbally and in writing for these and other at-risk customer situations.
Assist cross functional teams wherever necessary to ensure performance objectives.
Complete employee performance reviews in accordance with Vital goals, department performance criteria and employee-specific improvement needs.
Work with Engineering to prioritize customer reported defects and feature requests.
Minimum of Bachelor’s Degree in MIS, Computer Science, or related field
2+ years Contact Center planning and methodology use experience (management experience preferred)
5+ years technical service, IT, hardware and software service experience or equivalent education and experience combined
Strong knowledge of Linux or Windows, Cassandra, non-SQL, and SQL
Strong interpersonal communication skills, superior written and verbal communication skills including the ability to communicate proper planning to customers with a sense of urgency, commitment, and courteousness
Strong analytical, critical thinking, root cause identification, and decision-making skills
“People Management” skills are critical
Knowledge of network, hardware, and software configurations and operating systems required
Experience with supporting software systems and the integration of such systems into both LAN and WAN networks (helpful)
Strong knowledge of enterprise level network architecture (helpful)
Reporting, call center metrics (helpful)