Supervisor, Technical Support

 

 

With a passion for life

 

Join our diverse teams of passionate people and a career that allows you to develop both personally and professionally. At Getinge we exist to make life-saving technology accessible for more people. To make a true difference for our customers – and to save more lives, we need team players, forward thinkers, and game changers.

Are you looking for an inspiring career? You just found it.

 

 

Job Overview

The Supervisor, Technical Support is responsible for the support of all DHS products (T-DOC, Tegris, Torin and Fleet View), including allocating resources, identifying gaps in process, maintaining schedules, and approving time off and hours worked. The position maintains a high-level overview of other service activities as they relate to daily operations and implements effective adjustments to provide best-in-class service to internal and external Getinge customers. The Supervisor, Technical Support will lead on-going projects in the department, maintain tool usage (Master Schedule, ServiceNow, and Teams), manage customer call and email queues, and provide expertise and knowledge for improvement and guidance to other team members. The position is responsible for escalating support cases to DHS BA Support and Research & Development (R&D) to provide oversight and communication to internal and external customers.

 

Job Responsibilities and Essential Duties

• Maintain DHS Operations Support schedule (Master Schedule) and monitor performance to ensure adequate coverage during peak and nonpeak support hours (ServiceNow and phone coverage), and approve overtime as needed to ensure coverage is maintained and requests are answered in a timely manner.
• Manage, supervise, and prioritize the day-to-day performance of the DHS Support Specialist team including hiring decisions, training, employee development, and the establishment and evaluation of goals and performance objectives.
• Communicate and drive compliance to established divisional performance metrics as required and hold staff accountable for compliance.
• Provide coaching and guidance to team members.
• Responsible for performance management, development and mentoring of staff.
• Provide status reporting of DHS Support performance statistics and trends.
• Manage DHS Support email inboxes, phone queues, and other avenues to see that all requests receive a response in accordance with standard operating procedures (SOP).
• Provide status reporting of the DHS Support email inboxes, phone queues and other data points including trends and common failure points.
• Deploy DHS Support Specialists in the most efficient and cost-effective manner that will satisfy customer needs and bring resolution to technical escalations.
• Partner with other groups and departments to develop process improvements with the goal of providing seamless and professional customer support to both our internal and external customers.
• Organize product field corrective actions in conjunction with SWIC service management and DHS marketing as required.
• Manage technical documentation through available resources and recommend SOP changes to management as necessary.
• When required, work directly with the business unit on activities related to new product rollout, technical literature, or sustaining engineering.
• Communicate and drive compliance to established divisional performance metrics as required, and hold staff accountable for compliance.
• Perform other related duties as required or assigned by the Director, DHS Operations.

 

Minimum Requirements

• Bachelor’s Degree or equivalent combination of education and relevant experience.