Manager, Customer Technical Support

STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. The Manager of Customer Technical Support oversees a team of Technical Support Specialists to ensure timely customer support and project management, while also managing escalated incidents and training team members.

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

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