Manager, Customer Technical Support

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

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 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.

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 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

General software support, ticketing systems, and knowledge base

• Manages direct support knowledge base
• 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 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 

What STERIS Offers

At STERIS, we invest in our employees and their families for the long term! STERIS 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 what we offer:

 

• Competitive Pay
• 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
• Continued training and educations programs
• Ex