Manager, Technical Support, Acute Care Diagnostics

Overview Position Summary: The Technical Support Group (TSG) provides hardware, software and applications support for all products in the IT Solutions, Acute Care Diagnostics (ACD) market segment for direct customers in a call center environment. The Manager, Technical Support, Acute Care is responsible for the daily oversight and management of their respective business line segment of the technical call center. This includes management of staffing needs and call volume, ensuring appropriate response and effective resolution to customer issues, implementation and adherence to business processes, strict adherence to quality requirements, and identifying opportunities for workflow optimization. Responsibilities Key Accountabilities: Essential Functions: Provides direct oversight and management of daily operations of the Technical Call Center, including appropriate staffing levels, customer escalation management, customer complaint processing, and TSG Agent performance management. Manages and reports on Key Performance Indicators to functional management. Utilizes call center data and key performance indicators to evaluate business and staff performance. Continuously identifies and facilitates opportunities for improvement and development. Demonstrates dynamic leadership and effective communication that promotes an engaged employee culture and provides TSG agents with recognition and opportunities to be vested in solutions. Implements creative customer centric interactions and workflows, monitors and identifies opportunities for improvement to ensure a positive customer experience. Implements department specific systems, processes, and critical business procedures as needed in accordance with compliance and business objectives. Escalates relevant information on product complaints to appropriate individuals as necessary. Conducts written review of staff performance, which involves identifying training needs, improvement opportunities, individual agent goals and objectives, and disciplinary actions as required. Monitors calls to ensure highest level of quality and pursues coaching opportunities for maximizing agent performance as required. Provide staffing and escalation/management support for a 24x7 operation Secondary Functions: Recommends improvements or enhancements to training programs/offers. Other duties as assigned. Budget Managed (if applicable) Manages and controls TSG budget Internal Networking/Key Relationships To be determined based on department needs, to include interactions such as: North America Commercial Operations | Finance | Quality & Regulatory | R&D | Information Technology | Strategic Business Unit: Marketing, Worldwide Service Skills & Capabilities: The ideal candidate for this position will exhibit the following skills and capabilities: Exceptional communication, interpersonal, and customer service skills Demonstrated leadership capability and/or experience and exceptional interpersonal skills Strong verbal, written, and presentation skills, with the ability to collaborate and present to varying levels of internal/external customers and management Ability to adapt and manage effectively in a fast-paced, challenging environment and manage multiple, and often times competing, priorities. Highly accountable and drives accountability in others Process oriented with focus and process improvement Qualifications Minimum Knowledge & Experience Required for the Position Education: Bachelor’s degree in Medical Technology, Biomedical Engineering or Heath Care related discipline required. Experience: Minimum five years’ experience in customer facing role/support function Minimum three years of experience in a clinical setting Experience in environment that supports Interface Engines, IT Security for healthcare environments, Connectivity, Databases, Networking, and ADT/POCT Devices preferred. Call Center experience preferred Additional Skills/Knowledge: Experience interfacing with both internal team members and external customers as part of a solution-based service process Language: Fluency in English required International Mobility: Required: No Travel Requirements: Up to 20% of time The annual base salary range for this role is currently $115,000 to $145,000 range. Individual employee compensation will ultimately depend on factors including education, relevant experience, skillset, knowledge, and particular business needs. This role is eligible for medical, dental, and vision insurance, 401k plan retirement benefits with an employer match, as well as paid vacation and sick leave. Our sales roles are eligible for participation in a commission plan and our management,and select professional roles,are eligible for a performance-based bonus. Closing Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process, please contact View email address on click.appcast.io for assistance. We operate directly in over 30 countries, and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 7,000 employees around the world comprise our Werfen team. #J-18808-Ljbffr UNAVAILABLE