Technical Support Group Leader: Hemostasis

Overview

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 Technical Support Group Leader is responsible for performing the functions of the Technical Support Specialist while also providing leadership, administrative and business support at the direction of the Technical Support Manager.

This includes direct supervision of technical support staff, feedback and coaching on technical/customer interactions, availability to assist with complex calls, and coordination to facilitate smooth operation of critical business systems.

Key Accountabilities

Essential Functions:

• Performs the function of Technical Support Specialist as well as the following to ensure optimal performance of TSG:
  • Provides administrative and operational leadership resulting in efficient day-to-day operations, such as conducting work-relevant communications, scheduling staff and shift coverage, coordination of critical business systems (SAP, phone, VPN, etc.).
  • Demonstrates effective leadership to the Technical Support Specialists, including feedback, coaching, and performance management as required to achieve continuous improvement towards optimal customer interactions.

Secondary Functions:

• Works on cross-functional projects as required.
• Works with leadership on refining and scheduling training plans.
• Assists management with the monitoring of calls to improve quality, minimize errors, and develop agent performance.
• Provides problem solving and technical support through verbal and written communications to internal and external customers.
• Provides first line contact on phone calls for instrument assistance (hardware/software/methodology), when possible, resolves issue with customer during first contact. Obtains and records necessary information from customer to provide adequate and useful record of contact and problem encountered.
• Troubleshoots instrument problems with customer or Werfen personnel, ascertain customer’s willingness and ability to perform necessary tasks. When required, obtains necessary information and dispatch service request to appropriate Field Service Representative. Assumes responsibility for call until it is transferred to the field.
• Works with Service and Support leaders to facilitate operational metrics and conduct follow-up with team members regarding delinquencies.
• Participates in on-call rotation and covering off-shift hours/weekends/holidays as required.

Budget Managed (if applicable):

• N/A

Internal Networking/Key Relationships:

To be determined based on department needs, to include interactions such as:

• North America Commercial Operations | Finance | Quality & Regulatory | R&D | Information Technology | Strategic Business Unit:
  Marketing, Worldwide Service

Skills & Capabilities:

The ideal candidate for this position will exhibit the following skills and capabilities:

• Good organizational skills, ability to multi-task, work under pressure, and exercise good judgement.
• Ability to communicate effectively with customers, peers, and management through oral and written presentations / reports.
• Demonstrated leadership capability and exceptional interpersonal skills.
• Demonstrated proficiency in MS Windows operating systems and MS Office applications.

Werfen People Manager

Competencies:

(applicable if in a People Manager Position) The following competencies form part of the competency model for People Manager at Werfen and form part of our mindset around People Management and Leadership. We expect all People Managers of Werfen not only to demonstrate, but also to constantly continue to develop, the following competencies:

• Building Talent:
  Planning and supporting the development of individuals’ knowledge, skills, and abilities so that they can fulfill current or future job responsibilities more effectively.
• Customer Focus:
  Ensuring that the internal or external customer’s perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities, crafting and…