Manager, Customer Technical Support

Steris Corporation•North Lewisburg, OH

67d•Remote

About The Position

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 STERIS Sterile Processing Workflow software. The position manages all 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 all resources needed to perform their responsibilities effectively and efficiently.

Requirements

BS in computer science or closely related 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 via phone and email
Must exhibit strong problem-solving and analytical skills to understand complex problems and situations
Must demonstrate attention to detail and responsibility in performing tasks
Physical location that is able to access high-speed internet

Responsibilities

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 achieve their individual goals and objectives
Provides ultimate escalation for critical or sensitive issues or Customers
Oversee follow up and resolution for escalated issues
Interface with Customers on high-profile, sensitive or complex 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 efficiently 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
Manages direct support knowledge base
Participates in testing of software
Reports software defects and identifies opportunities for improvement