- 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.
- [IT Solutions only:] Ultimately responsible for customer escalated issues and driving all efforts towards effective resolution.
- Provide staffing and escalation/management support for a 24x7 operation
- Recommends improvements or enhancements to training programs/offers.
- [IT Solutions only:] Travels to customer sites for in-field support and issue resolution as required.
- Other duties as assigned.
- Manages and controls TSG budget
- North America Commercial Operations | Finance | Quality & Regulatory | R&D | Information Technology | Strategic Business Unit: Marketing, Worldwide Service
- The ideal candidate for this position will exhibit the following skills and capabilities:Exceptional communication, interpersonal, and customer service skillsDemonstrated leadership capability and/or experience and exceptional interpersonal skillsStrong verbal, written, and presentation skills, with the ability to collaborate and present to varying levels of internal/external customers and managementAbility 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 othersProcess oriented with focus and process improvement
- Hemostasis/ACD : Bachelor's degree in Medical Technology, Biomedical Engineering or Heath Care related discipline required.
- IT Solutions: Bachelor's Degree in Information Technology, Computer Science, Business, or Engineering required; or equivalent experience.
- All: Minimum five years' experience in customer facing role/support function
- HEM and ACD: Minimum three years of experience in a clinical setting
- IT Solutions: Minimum five years working in IT Solutions customer support role
- Experience in environment that supports Interface Engines, IT Security for healthcare environments, Connectivity, Databases, Networking, and ADT/POCT Devices preferred.All: Call Center experience preferred
- Experience interfacing with both internal team members and external customers as part of a solution-based service process
- Language: Fluency in English required
- Required: No
- IT Solutions: Up to 30% of time
- HEM and ACD: Up to 20% of time
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Manager, Technical Support, Acute Care Diagnostics - Bedford, United Kingdom - Werfen
Description
Overview
Werfen
Werfen, founded in , is a worldwide developer, manufacturer and distributor of specialized diagnostic instruments, related reagents, automation workcells, and data management solutions for use primarily in hospitals and independent clinical laboratories. The Company's business lines include Hemostasis, Acute Care, and Autoimmunity diagnostics, as well as Original Equipment Manufacturing. Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We're passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.
Our North American Commercial Operations, as well as our Headquarters and Technology Center for Hemostasis and Acute Care Diagnostics, are based in Bedford, MA. Our Headquarters and Technology Center for Autoimmunity Diagnostics is based in San Diego, CA. Additionally, our Technology Center for Hemostasis and Blood Gas Reagents is in Orangeburg, NY, and our Technology Center for Whole Blood Hemostasis is in San Diego, CA.
Position Summary:
The Technical Support Group (TSG) provides hardware, software and applications support for all products in the IT Solutions, Acute Care Diagnostics (ACD) and Hemostasis market segments for direct customers in a Call Center environment.
The Manager, Technical Support, Business Line 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:
Secondary Functions:
Budget managed (if applicable)
Internal Networking/Key Relationships
To be determined based on department needs, to include interactions such as:
Skills & Capabilities:
Qualifications
Minimum Knowledge & Experience Required for the Position
Education:
Experience:
Additional Skills/Knowledge:
International Mobility:
Travel Requirements:
If you are interested in constantly learning and being challenged on a daily basis, we encourage you to submit your resume or CV.
Werfen appreciates and values diversity. We are an Equal Opportunity/Affirmative Action Employer M/F/D/V.
We operate directly in over 30 countries, and in more than territories through distributors. Annual revenue is approximately $2 billion and more than 5, employees around the world comprise our Werfen
Manager, Technical Support, Acute Care Diagnostics professionals in Bedford
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Brian Muchenje
innovation and engineering improve the world