Manager, Customer Technical Support

Manager of Customer Technical Support and Implementations

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.

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 coverage
• 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

• 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

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.

• 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 education programs
• Excellent opportunities for advancement in a stable long-term career

Pay range for this opportunity is $85,. This position is eligible for bonus participation.

Minimum pay rates offered will comply with county/city minimums, if higher than range listed. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc.

STERIS offers a comprehensive and competitive benefits portfolio.

STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare and life sciences products and…