IT Solutions Support Management
Posted on: August 6, 2022
As a member of the Customer Support Center in the company's Support
Network the supervisor provides daily leadership, training, and
coaching of the Technical Product Support and Solution Support
staff who assist the company's customers in remote troubleshooting
of IT products connected to instruments provided by the company's
Diagnostics. Oversees staff activities including the analysis of
problems with IT products covering several business areas to
identify problem area(s) and recommendation of corrective action.
Manages customer relationships. Participates on product launch
teams to ensure serviceability.
Drives continuous improvement within assigned areas of
responsibility and across assigned teams. Develops and maintains
close business contacts with key internal and external leaders,
influencers and decision-makers and ensures strong stakeholder
management across the team, including strong partnerships with
field support and commercial leadership.
Liaises between various stakeholder groups on local, regional and
global level as required and customers to identify opportunities
for complaint resolution.
Analyses operational processes, escalation procedures and performs
training needs assessments for identifying opportunities for
service delivery improvements and value add to the
Oversees escalation management, troubleshooting resolution and
develops strong vendor relationships with a 3rd party IT product
Proactively drives for continuous improvement and simplification of
processes across the IT support spectrum. Implements tactical IT
Demonstrates leadership commitments through effective people
leadership (hiring, training, career/personal development and
performance management). Responsible for coaching team and
individuals towards achieving departmental metrics/goals and RSN
Vision/Mission: To delight the Customer and Make Customer
Successful. Ensures the availability of resources for training, new
product launches and knowledge management
Responsible for maintaining and continuously improving the quality
system and achieving quality objectives through daily actions.
Provides input for Quality System requirements for Technical
Support Staff policies and procedures. Drives team compliance in
all aspects of timely and accurate case handling, documentation,
escalation, PRI/PSI identification, and closure. Responsible for
individual and team compliance in completing assigned training.
Leads initiatives and projects for process and efficiency
improvement. Collaborates internally and with other business units
to achieve customer satisfaction.
Acts as a Leadership representative and advocate of the Customer
Support Center. Ensures communication/alignment with stakeholders
on key issues/initiatives/directives. Fosters partnership with
business unit stakeholders (i.e. communicates trending, information
and strategy); collaborates with peers on issues.
Service minded individual that is passionate about leading people
and teams to create exceptional customer experiences everyday.
Who You Are:
Bachelor's degree in Information Technology or other appropriate
5 years of progressive experience, with prior experience in a
Technical Product Support role
Minimum of 2 years of leadership experience
Prior experience developing, delivering, and assessing training
Excellent communication, organization and customer service
Call Center experience
Knowledge of all company products with in the business area, and
specialized knowledge in a particular product area
Keywords: CMP.jobs, Bloomington , IT Solutions Support Management, Executive , Indianapolis, Indiana
Didn't find what you're looking for? Search again!